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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Responsible for high level customer service satisfying all of the managed services and maintenance agreement customer needs for Enterprise and Minerals & Energy sectors for our software and services business. This includes building a strong customer facing relationship at an operational and senior management level. You will be the single point of contact, both internally and externally, and provide oversight of all operational services required to meet and exceed Key Performance Indicators and Service Level Agreements. The Operations Manager is accountable and responsible for overseeing the day-to-day functioning and oversight of all applicable services of non-Government and Minerals & Energy sectors. The National ENR Operations Manager should have experience working in the Minerals & Energy sector with excellent communication skills, strong business and financial acumen, leadership and drive ownership. This includes ability to identify an issue scope, with confidence to handle the legitimate customer issues with some baseline technical understanding to be able to escalate internally to engineering and senior management, if necessary

Job Description:

The National ENR Operations Manager will report to the National Support Services Manager. Works closely with Motorola Network Operations Centres, Operations Engineering and Field Services teams to ensure adequate knowledge, training and tools are available to deliver required services. Primary relationships:

• The National ENR Operations Manager will work closely with the Service Delivery Managers and Account Management, ensuring all responsibilities in managing the services and any required escalations are communicated in a timely manner. Stakeholder collaboration:
• Internal
• Actively collaborate with cross-functional teams including Commercial, Procurement, Engineering, Systems Integration and Operations.
• External – collaboration and management of external customers, sub-contractors and vendors

The role includes, but is not limited to, the following responsibilities: Relationship Management and Service Level Management:

• Provide customers a single point of local contact for operations and drive customer service and KPI compliance ● Supplement the formal call out mechanism of logging support requests via the Motorola Network Operations Centre ● Drive regular service reviews and other forums to ensure that operational services and issues are managed successfully ● Own and resolve operational issues, including Incident reports and follow up action items, both internally and externally, including conducting customer briefings ● Analyse data to assess and improve the service quality being provided ● Provide customer escalation point contact for operations, including major incident management and ensure customer service and KPI compliance. This supplements the formal call out mechanism of lodging support requests via the Motorola Network Operations Centre.
• Drive ownership and resolution of operational issues including incident reports and follow up action items from system incidents, both internally and externally including conducting customer briefings.
• Definition and development of all operational supporting requirements and documentation for the introduction of new customers and services. This includes supporting pre-sales

activities to respond to new opportunities from a P&L, Risk, KPI/SLAs perspective through to the transition of project to operations handover. Scope Management:

• Manage and maintain operational services scope as per the contracts ● Ensure customers understand their obligations in regard to service deliverables ● Ensure Motorola meets obligations in regard to service deliverables ● Oversee and maintain the operational processes and disciplines needed to serve the Customer effectively Service Reporting:
• Ensure that customers receive appropriate and timely reporting as required by the contracts Service Transition:
• Transition of projects to operations handover ● Definition and development of all operational supporting requirements and documentation for the introduction of new customers and services ● Engage with the Service Provision Team to manage the pipeline of customer activities such as, special operations events, customer service sign offs and transition activity development Continual Service Improvement:
• Identify and implement areas for improvement to ensure improved service quality and best practice delivery Change management, Incident Management and Problem Management (Accountable):
• Ensure that the operational teams carry out Change, Incident and Problem management utilising a disciplined approach ● Follow up on root cause issues and drive remediation and mitigation plans ● Ensure that staff are adequately trained in Change, Incident and Problem management Risk Management:
• Identify risks and issues that can apply to each operational obligation and escalate to management when needed Lifecycle management:
• Participate as required in the planning and implementation of upgrade cycles with the customer and Motorola project team Information Security management ● Liaise with the Security Operations Manager to ensure all security obligations are met.

Basic Requirements:

Essential:

• Demonstrated experience working in Minerals & Energy sector performing an equivalent operational management role ● Demonstrated experience (10+ years) in the establishment of positive customer relationships in a services environment.
• Lead a Service delivery or operations delivery team in telecommunications ● Demonstrated experience in managing critical network infrastructure operations, leading customers through systems implementation and resolving difficulties on high impact mission critical customer operations. Desirable:
• Familiarity of Motorola P25/TETRA/DMR product portfolio or similar digital radio communications experience.
• General management or business stream leadership experience

Travel Requirements:

Under 10%###
Relocation Provided

None

Position Type:

Experienced

Referral Payment Plan

Yes

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.