Service Delivery Manager - Columbia, MD

Rohde & Schwarz (China) Technology Co., Ltd.; Columbia (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

Rohde & Schwarz (China) Technology Co., Ltd. seeks a Service Delivery Manager to drive service delivery concepts, processes, tools, and capabilities aligned with business objectives.

You will partner cross-functionally with Engineering, Sales, Operations, Contracts, Logistics, and Customer Support to ensure successful execution of service deliverables, manage SOWs and SLAs, and onboard customers to Rohde & Schwarz support platforms while handling escalations.

Job description

• 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.