Motorola Solutions
ServiceDeliveryManager
“Service Delivery Manager at Motorola Solutions. Skills: Service Delivery Management, Customer Relationship Management, Technical Support, Government Contracts. Serve as primary onsite point of contact. Ensure seamless service delivery”
What You'll Achieve.
Ensure seamless service delivery; Ensure contract compliance; Ensure superior customer satisfaction; Ensure adherence to agreed-upon scope and outcomes; Ensure customers understand their obligations regarding service deliverables; Ensure strict compliance with Service Level Agreements; Maintain peak operational health
Industry & Context.
Ability to solve day-to-day challenges across internal support organizations and third-party vendors
Must be a U. S. citizen with the ability to obtain necessary security clearance as required by government contract, Must have a T/S clearance and maintain as this US Government requirement, Under 10% travel
What They're Looking For.
Must Have
3+ years of experience as an Electronics/Field Technician, Customer Support, or IT Support professional, Proven ability to install, configure, and troubleshoot Windows Operating Systems and 3rd party integrations, Working knowledge of Analog and Digital Telephony, Proficiency in MS Office (Excel), Google Apps, and a quick-study mentality for new internal tools, Must be a U. S. citizen with the ability to obtain necessary security clearance as required by government contract, Must have a T/S clearance and maintain as this US Government requirement, 3+ years experience in one of the following: LMR, RF systems, Radio Communications, Radio Frequency, Electronics, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering, Networking equipment. IP Networking, CAD, System Management, Solution Architecture, ASTRO 25, WAVE VOIP, Motorola, Military experience, or Public Safety experience, Legal authorization to work in the U. S. indefinitely is required, Employer work permit sponsorship is not available for this position, Must be a U. S. citizen with ability to obtain necessary security clearance as required by government contract(s)
Nice to Have
Experience with VMware virtualization suites and Cloud Technologies, Knowledge of Computer Telephony Integration (CTI) applications, Experience with Database administration (MySQL or SQL Server), Familiarity with firewalls and security-related applications
What You'll Do.
Serve as primary onsite point of contact
Ensure seamless service delivery
Ensure contract compliance
Oversee subcontractor deliverables
Ensure customers understand obligations
Ensure compliance with Service Level Agreements
Coordinate all service activities
Engage in case management
Manage the escalation process
Diagnose system failures
Facilitate call management
Provide timely and accurate reporting
Identify and manage product quality issues
Collaborate with System Administration
Collaborate with Vendor Management
Collaborate with System Planning
How You'll Work.
Team & Collaboration
Act as the single point of contact and primary liaison for internal and external stakeholders; Collaborate with System Administration, Vendor Management, and System Planning services; A proactive team player who can navigate complex organizations to solve customer problems
Communication Scope
Excellent interpersonal, negotiation, and presentation skills (written and verbal)
Process & Methodology
Manage the services scope as defined by the contract, Ensure all Terms and Conditions are met, Manage the escalation process to resolve high-priority issues
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