Service Readiness Architect (US Remote)

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The Service Readiness Team’s role is to design service delivery models, align the Centralized and Field Operation teams' activities with new or updated Service offers, Product launches, or Platform Releases and ensure general service preparedness. This team is tasked with the development of service delivery model design, service delivery enabling processes and documentation (Service Offer Delivery Packages including Service Support Plans, Workflows, Work Instructions as well as Battlecards containing a high-level offer description, supporting material, maintain Service Catalog, and contact names), develop and run validation tests, create and deliver service training, and ensure Service Operations personnel are ready to provide these services to our public safety customer base. Our team's Global focus emphasizes the drive for using standard processes and tools across all regions while still accounting for specific regional policies and regulations to ensure services are fit for delivery.

Job Description

Service Readiness Architect will form part of a multi-disciplined team supporting the launch and implementation of complex mission-critical customer operational services and systems from thought and theory to delivery and long-term field support.  The systems may be used directly by our customers or Motorola staff to deliver Managed and Lifecycle Services to our customers. The Service Readiness Architect will be involved in the architectural reviews, requirements gathering, development, transition, and the continuous improvement of the service offerings, service delivery models and projects. 

Responsibilities include:

• Collaborate with various teams, including Product Development/Engineering/Service Design/IT, in delivering the solutions, roadmap, and vision.

• Consult Product teams on service impacts and associated requirements in relation to new subscription and cloud-based offerings

• Architect Service Offers in conjunction with IT, Service Tools and Product teams which will be delivered by the MSI Services Organization.

• Effectively represent all MSI Service Teams in New Service/Product launch activities.

• Develop, launch, and implement a trusted framework for effective and efficient new solutions (Services, Tools, and Applications) introductions into the Central and Field Service Organizations, spanning the entire lifecycle from service strategy through service operation

• Identify Services to be included in the Standardized Service Catalog.

• Define, analyze and validate delivery requirements with key stakeholders for all latest tools and services to be delivered in the organization

• Update, maintain, publish and promote the Service Catalog Offerings and assist in communication and promotion of the Service Offerings.

• Establish and negotiate internal operating agreements between multiple cross-functional teams across all MSI portfolios

• Define acceptance criteria for services from operational, release, and service readiness perspective 

• Identify and manage all service-related risks and issues to new and existing services throughout the service lifecycle, ensuring a consistent and seamless service transition approach.

• Ensuring all service delivery teams globally are aware, prepared, and capable of supporting any new services.

• Ensuring project teams and key stakeholders understand all service management requirements so they can be delivered timely to the agreed product output at each milestone.

• Facilitate release management of solutions through technical reviews and requirements lockdown.

• Ensure that solutions are fit for purpose and transitioned into Operations live/production environments effectively.

• Liaise and collaborate with project and program teams to ensure the correct process and governance is followed

• Be an advocate of ITIL best practice processes within the business.

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