Service Transition & Delivery Manager - Columbia, MD or Dallas, TX

We are looking for a Service Transition and Delivery Manager to support our Systems service business based out of our Columbia, MD or Coppell, TX offices. This position is responsible for ensuring contractually agreed service and support requirements can be met and delivered by the service organization. The position further supports the service delivery business by monitoring KPIs, managing partners and subcontractors, and managing the tools and processes used for service delivery.

Your tasks

• 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
• Work cross functionally to drive the development of SLA concepts and pricing
• Develop Statement of Work for subcontractors for installation and/or service in coordination with R&S Contracts Team. Manage subcontractor performance and relationships
• Develop schedule & manage logistics to task technicians & subcontractors, tools & parts to complete service events
• Implement training concepts, processes and tools for technicians & subcontractors
• Manage System and SLA install base. Ensure appropriate stock of spare parts and loaner equipment
• Define and monitor KPI's. Additionally, track and report on cost, margin and revenue information related to the program
• Onboard and train customers on the R&S Support platforms, and be the primary POC for escalations
• Root cause any customer or quality issues and collaborate across the organization to set in place corrective and preventative actions
• 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
  
  

Your Qualifications

• 5 years of experience. Technical or business Bachelor's degree or equivalent experience
• Experienced with defining requirements for and implementing business concepts, processes and tools for enabling operational delivery
• Technical capability to understand RF and Electrical system fundamentals. Ability to comprehend technical electrical and mechanical documentation and apply knowledge in relevant situations
• Proficiency in MS Excel, with the ability to use data manipulation functions to analyze, filter, sort, and present complex datasets effectively through charts and graphs, enabling informed decision-making
• Demonstrated experience managing complex projects. PMP/PMI Certification is a plus
• Excellent communication and teamwork skills
• Candidates must be based close to a major US airport in either the Washington DC/Baltimore area or the DFW metro area.
• Ability to travel a minimum of 25%, primarily domestic travel with occasional international travel
• Proficiency in Microsoft Office tools
• Experience in Lean, Six Sigma, and 5S a plus
• Familiarity with SAP a plus
• US resident with valid work authorization
• Ability to obtain DHS security clearance
  
  

Interested?
We are looking forward to receiving your application!

The total compensation for this position is $95K-$140K. Total compensation includes base salary, variable pay (when applicable) plus benefits. The range is determined by the position, geographic location and level. Individual pay within the range is determined by several factors including location, education or training, relevant work history, sales incentive structure and job-related skills.

We promote equal opportunities and welcome applications from people with and without disabilities. We offer an inclusive work environment where all individuals can develop their skills and talents regardless of gender, nationality, ethnic and social background, religion, worldview, age, sexual orientation, identity, and other characteristics.

Rohde & Schwarz is a global technology company with approximately 14,000 employees and three divisions Test & Measurement, Technology Systems and Networks & Cybersecurity. For 90 years, the company has been developing cutting-edge technology, pushing the boundaries of what is technically possible and enabling customers from various sectors such as business, government and public authorities to maintain their technological sovereignty.