Service Delivery Lead - Cross-Functional Ops

Rohde & Schwarz; Columbia (MD); On-site; USD 83,000 - 110,000; Full time

Benefits offered by this job

Flexible working hour models

Training & continuing education

Privately owned company

Promoting innovation

Long-term & attractive work enviroment

Job summary

Rohde & Schwarz is seeking a Service Delivery Manager to join the North America Service Organization in Columbia, MD. You will oversee service operations, manage KPIs, coordinate resources, and drive continuous improvement of processes and tools to ensure exceptional customer satisfaction.

The role requires collaboration with Engineering, Sales, Operations, Contracts, Logistics, and Support teams, with responsibilities including management of SOWs, subcontractor relationships, and on-time

Qualifications

• Bachelor's degree in Business, Engineering, or a related technical field.
• 5+ years of experience in service delivery, operations, program management, or a related field.
• Demonstrated experience developing and implementing operational processes, business concepts, and supporting tools to improve service delivery.
• Strong understanding of complex technical systems with the ability to interpret electrical and mechanical documentation.
• Advanced proficiency in Microsoft Excel, including data analysis, reporting, pivot tables, charts, and visualization to support operational decision-making.
• Proven experience managing complex cross-functional projects; PMP or PMI certification is preferred.
• Excellent organizational, communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities with a continuous improvement mindset. Experience in Lean, Six Sigma, and 5S a plus
• Ability to travel approximately 15%, primarily within the United States, with occasional international travel.
• Familiarity with SAP a plus
• In order to be considered, candidates must reside in the US and have valid US work authorization and be able to obtain a DHS security clearance

Responsibilities

• Develop, implement, and continuously improve service delivery concepts, processes, tools, and operational capabilities to support business objectives.
• Partner cross-functionally with Engineering, Sales, Operations, Contracts, Logistics, and Customer Support to ensure successful execution of service deliverables.
• Serve as a primary customer interface for service delivery activities, conducting regular meetings with customers and internal stakeholders to align expectations, communicate status, and ensure contractual requirements are met.
• Manage Statements of Work (SOWs) for installation and service subcontractors in coordination with the Contracts team.
• Develop and maintain strong relationships with subcontractors while monitoring performance, quality, and contractual compliance.
• Manage the installed system base and associated Service Level Agreements (SLAs), ensuring appropriate inventory levels of spare parts and loaner equipment.
• Plan service schedules and coordinate technicians, subcontractors, tools, equipment, and logistics to ensure timely completion of service activities.
• Analyze resource utilization and capacity requirements, collaborating closely with management and key stakeholders to optimize workforce allocation.
• Establish, monitor, and report on operational KPIs, including service performance, cost, revenue, profitability, and overall program health.
• Onboard customers to Rohde & Schwarz support platforms and serve as a point of contact for service escalations.
• Lead root cause investigations for customer issues and quality concerns, driving corrective and preventive actions across the organization.
• Champion continuous improvement initiatives through Lean methodologies, documenting standard operating procedures, work instructions, and best practices.
• Lead and coordinate complex projects involving multiple departments, technical teams, and business stakeholders while ensuring timely and successful execution.

Skills

Project management

Cross-functional coordination

Excel proficiency

Communication

Analytical thinking

Education

Bachelor's degree in Business, Engineering, or related field

Tools

SAP

Job description

Rohde & Schwarz is seeking a Service Delivery Manager to join the North America Service Organization in Columbia, MD. You will oversee service operations, manage KPIs, coordinate resources, and drive continuous improvement of processes and tools to ensure exceptional customer satisfaction.

The role requires collaboration with Engineering, Sales, Operations, Contracts, Logistics, and Support teams, with responsibilities including management of SOWs, subcontractor relationships, and on-time