Service Delivery Manager - Northern VA at Motorola Solutions

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

The US Federal Governments Markets Division (USFGMD) is chartered with being the premier, compliant supplier of world-class communications solutions to the U.S. Federal Government by providing the highest quality products, systems and services. The USFGMD will achieve this with a professional, well-trained, diverse workforce creating a positive and profitable customer relationship resulting in Total Customer Satisfaction and growth of our business.

The Federal Systems Technology Department of the USFGMD is responsible for supporting a charter of implementing and integrating complex systems sold worldwide to the US Federal Government. As a USFGMD Systems Manager, you will be exposed to a wide variety of communications requirements in both the Presale and Post Sale phases of a project. These applications span the entire breadth of the US Federal Government throughout the world

Job Description:

As the Service Delivery Manager, you will serve as the primary onsite point of contact and communications consultant for our federal customer. You are the face of Motorola Solutions, ensuring seamless service delivery, contract compliance, and superior customer satisfaction.

Relationship & Contract Management

• Act as the single point of contact and primary liaison for internal and external stakeholders.

• Manage the services scope as defined by the contract, ensuring all Terms and Conditions (warranty/maintenance) are met.

• Oversee subcontractor deliverables to ensure adherence to agreed-upon scope and outcomes.

• Ensure customers understand their obligations regarding service deliverables.

Operations & SLA Compliance

• Ensure strict compliance with Service Level Agreements (SLAs), specifically response and restoration time commitments.

• Coordinate all service activities, including Inventory, Configuration, Site, and User Support services.

• Engage in case management and manage the escalation process to resolve high-priority issues.

• Diagnose system failures and facilitate call management as required.

Reporting & Quality Assurance

• Provide timely and accurate reporting as mandated by the Services Contract.

• Identify and manage product quality issues.

• Collaborate with System Administration, Vendor Management, and System Planning services to maintain peak operational health.

Technical Skills & Expertise

• MSI Portfolio:

Deep experience with Motorola Solutions technology, specifically WAVE and ASTRO P25 LMR Systems (including LTR and radio systems).

• Communications:

Strong knowledge of Radio Frequency (RF) rules, mission-critical communication systems, and their customer applications.

• IT Networking:

Proficient in IP networking technology, WLAN, LAN/WAN troubleshooting, and VoIP applications.

• Infrastructure:

Hands-on experience with Windows Domain architecture, Active Directory, Linux/UNIX, and server hardware (Dell/HP).

Candidate Qualifications

• 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.

Professional Attributes:

• Strategic Thinker:

Ability to solve day-to-day challenges across internal support organizations and third-party vendors.

• Communicator:

Excellent interpersonal, negotiation, and presentation skills (written and verbal).

• Collaborator:

A proactive team player who can navigate complex organizations to solve customer problems.

Preferred Qualifications

• 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.

Candidate Requirements:

• 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.

Target Base Salary Range: $85,000 - $130,000 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.

Basic Requirements:

• 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)

Travel Requirements:

Under 10%

Relocation Provided

None

Position Type:

Experienced

Referral Payment Plan:

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & 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 complete this Reasonable Accommodations Form so we can assist you.