Service Delivery Manager - Columbia, MD
About the role
Recently named by Newsweek as one of the Best American Mid-Sized Workplaces in 2026, Rohde & Schwarz is seeking a highly motivated Service Delivery Manager to join our North America Service Organization in Columbia, MD.
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.
Qualifications
- Bachelor's degree in Business, Engineering, or a related technical field.
- 5+ years of experience in service delivery, operations, program management, or a related field.
- Demonstrated experience developing and implementing operational processes, business concepts, and supporting tools to improve service delivery.
- Strong understanding of complex technical systems with the ability to interpret electrical and mechanical documentation.
- Advanced proficiency in Microsoft Excel, including data analysis, reporting, pivot tables, charts, and visualization to support operational decision-making.
- Prominent experience managing complex cross-functional projects; PMP or PMI certification is preferred.
- Excellent organizational, communication, presentation, and interpersonal skills.
- Strong analytical and problem-solving abilities with a continuous improvement mindset.
- Experience in Lean, Six Sigma, and 5S a plus.
- Ability to travel approximately 15%, primarily within the United States, with occasional international travel.
- Familiarity with SAP a plus.
Benefits
The total compensation for this position is $83K-$110K. 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.
Pay
The total compensation for this position is $83K-$110K. 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.
Schedule
The schedule for this position is flexible and may vary based on project needs and customer requirements.
Skills
Strong analytical and problem-solving abilities with a continuous improvement mindset. Experience in Lean, Six Sigma, and 5S a plus.
Benefits
The total compensation for this position is $83K-$110K. 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.
Company Information
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.
Equal Opportunity Employer
Rohde & Schwarz is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age or any other characteristic protected by law.