Service Transition Manager - Columbia, MD

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

Job summary

ROHDE & SCHWARZ GmbH & Co. KG is seeking a Service Delivery Manager to translate customer requirements into concrete service concepts and drive end-to-end delivery.

You will collaborate with sales and customers to define operation concepts and ensure alignment with contractual obligations. The role involves developing SOWs, coordinating with the contracts team, managing subcontractor relationships, and leading cross-functional delivery initiatives to optimize costs and SLAs across complex

Responsibilities

• Understand customer requirements and concept of operation in close collaboration with sales and the customer
• Identify and implement Service Delivery and Support Concept, processes, tools and capabilities. Validate needed processes and tools are in place and trigger gap closure as needed
• Ensures that Service Demands from the customer or an RFQ correspond with Service Operations capabilities. Develop and review SOW in response to RFQs
• Develop SOW for subcontractors for services in coordination with R&S Contracts Team. Manage subcontractor performance and relationships
• Develop and implement strategy for service delivery solutions (including in-house and third-party delivery)
• Work cross functionally to drive the development of SLA costs and pricing
• Handover service solution requirements and transition service delivery strategy, processes and tools to Service Delivery teams
• Implement training concepts, processes and tools for technicians & subcontractors
• Manage System and SLA install base
• Actively drive process improvements & lean initiatives. Document processes and work instructions
• Manage complex projects involving multiple departments and various technical and business process related deliverables

Job description

• Understand customer requirements and concept of operation in close collaboration with sales and the customer
• Identify and implement Service Delivery and Support Concept, processes, tools and capabilities. Validate needed processes and tools are in place and trigger gap closure as needed
• Ensures that Service Demands from the customer or an RFQ correspond with Service Operations capabilities. Develop and review SOW in response to RFQs
• Develop SOW for subcontractors for services in coordination with R&S Contracts Team. Manage subcontractor performance and relationships
• Develop and implement strategy for service delivery solutions (including in-house and third-party delivery)
• Work cross functionally to drive the development of SLA costs and pricing
• Handover service solution requirements and transition service delivery strategy, processes and tools to Service Delivery teams
• Implement training concepts, processes and tools for technicians & subcontractors
• Manage System and SLA install base
• Actively drive process improvements & lean initiatives. Document processes and work instructions
• Manage complex projects involving multiple departments and various technical and business process related deliverables