Service Transition 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. in Maryland seeks a Service Delivery Manager to understand customer requirements and develop operation concepts with sales and the customer. You will identify and implement service delivery concepts, validate necessary processes and tools, and ensure RFQ demands align with operations.

You will develop SOWs for subcontractors and manage related relationships. The role also covers delivering service strategies, cross-functional collaboration on SLA

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