Service Delivery Manager

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

It’s not just about having the right technology, it’s about achieving peak
performance. Motorola Solutions has served as a trusted partner to government agencies and enterprises worldwide for more than 85 years. Our years of leadership, innovation and experience managing and supporting hundreds of networks in more than 100 countries help answer the challenges of mission critical operations – ensure continuity, enhance productivity and reduce risk – helping achieve peak performance. When every second counts and performance reliability is a must – we are ready and able to serve today,
tomorrow and into the future.

Job Description

The Service Delivery Manager (SDM) is responsible for delivering on MSI’s Maintenance Agreements by coordinating with the local service provider in all maintenance activities. In addition, the SDM will be responsible for growing MSI’s role in providing additional services for this customer.

• Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreements with the customer
• Manage and lead our relationship with the local service partner
• Manage and lead our relationship with the customer
• Ensure that customer satisfaction goals are met both internally and with the customer
• Procure and coordinate any internal resources that maybe needed
• Insures compliance with response/restoration time commitment
• Remotely diagnose system failure and facilitate call management as applicable
• Manage Emergency Service efforts and escalation procedures

Reporting:

• Maintain accurate records and service history statistics
• Review service information and quality reports generated by system service database
• Monitor and report system availability metrics to the customer on a monthly basis
• Communicate user issues as they occur
• Coordinate on-going continuous improvement efforts for the system
• Coordinate efforts to develop new metrics for measurements
• Monitor PSB/SRN and SER Upgrade Bulletins and communicate to Customer/Managed & Support Services or Field Service Organization
• Prepare briefings for Customers, Service Partner or Motorola Management as required

Coordination:

• Work with Customer and Motorola Sales Account Executive to formulate future communications requirements
• Work with Customer, Service Partner, Motorola System Engineers, and third party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to radio communications system to insure compatibility
• Work with Motorola Account Executive to identify new sales opportunities

Travel/Location:

• The SDM travels approximately 30% of the time to multiple customer locations domestically.
• The SDM preferably should be located in Texas or Louisiana with access to a major airport.

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

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Target Base Salary Range: $86,500 USD - $173,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Target Base Salary Range

$86,500.00 - $173,000.00

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• 5+ years of technical experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Networking Equipment, IT, IT Systems, Telecommunications,