Service Delivery Manager

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Unified Communications delivers the Motorola Solutions Kodiak product as a managed service to all major carriers in North America. The Service Delivery Manager oversees the operation across all carriers and works with the internal operations, support, data center and product teams to maximize service availability, operational efficiency and effectiveness and customer satisfaction.

Service Level Management:

• Manage and monitor service delivery against agreed SLAs, including performance, availability, and quality.

• Proactively identify and address potential service disruptions and ensure timely resolution of incidents.

• Develop and implement processes to continuously improve service quality and efficiency.

Client Management:

• Build and maintain strong relationships with clients, acting as the primary point of contact for all service-related matters.

• Proactively communicate service updates, performance reports, and any potential issues.

• Address client concerns and ensure their satisfaction with the services provided.

Team Management (indirect):

• Oversee and manage the team responsible for delivering managed services, including engineers, technicians, and support staff.

• Motivate, train, and develop team members to ensure high performance and maintain technical expertise.

• Ensure efficient resource allocation and utilization within the team.

Financial Management:

• Monitor service delivery costs and identify opportunities for cost optimization.

• Manage budgets and ensure adherence to financial targets.

• Analyze financial data and generate reports for internal stakeholders.

Service Improvement:

• Continuously evaluate and identify opportunities for service improvement and innovation.

• Implement new tools, technologies, and processes to enhance service delivery.

• Collaborate with internal and external stakeholders to drive service excellence.

Vendor Management:

• Manage relationships with third-party vendors providing services or technology solutions.

• Negotiate contracts, ensure compliance with agreements, and monitor vendor performance.

Qualifications:

• Education: A minimum academic qualification of Bachelor's degree

• Strong leadership ability - Needs to be able to lead teams of delivery resources, or project teams

• Excellent communication skills - The SDM must be effective at communicating to both MSI internal staff but also to customer staff at different levels from technicians to executives

• Business acumen - The SDM needs to have the ability to identify and progress business opportunities

• Process improvements - The SDM needs to be able to identify ways of improving the delivery processes based on performance, customer experience and profitability

• Technology knowledge - Knowledge about the technology used to deliver the service. General telecommunications and IP technology experience is also required

• Proficient in word processing, presentation and spreadsheet applications

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• Bachelor's degree

• At least 10+ years of professional experience with Service Delivery

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

Our U.S.Benefitsinclude:

• Incentive Bonus Plans
• Medical, Dental, Visionbenefits
• 401K with Company Match
• 10 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.