Service Delivery Lead: Cross-Functional & SLA Excellence

ROHDE & SCHWARZ GmbH & Co. KG; Columbia (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

ROHDE & SCHWARZ GmbH & Co. KG seeks a Service Delivery leader to drive end-to-end service concepts, processes, and KPIs. This role interfaces with Engineering, Sales, Operations, Contracts, Logistics, and Customer Support to ensure successful delivery of service commitments.

You will manage SOWs with Contracts, oversee SLAs, and coordinate schedules with technicians and subsuppliers. The ideal candidate will optimize workforce allocation, monitor KPIs, and lead root-cause analyses with a focus

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.

Job description

ROHDE & SCHWARZ GmbH & Co. KG seeks a Service Delivery leader to drive end-to-end service concepts, processes, and KPIs. This role interfaces with Engineering, Sales, Operations, Contracts, Logistics, and Customer Support to ensure successful delivery of service commitments.

You will manage SOWs with Contracts, oversee SLAs, and coordinate schedules with technicians and subsuppliers. The ideal candidate will optimize workforce allocation, monitor KPIs, and lead root-cause analyses with a focus