Senior Manager, Technical Support Operations

At Motorola Solutions, we create technologies our customers refer to as their lifeline.  Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.  Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.  Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

The Centralized Managed Support Operations (CMSO) organization is responsible for global delivery of Motorola Solutions’ product and applications support, centralized service delivery, and managed service operations.

The Senior Manager – LMR (Dimetra) Technical Support Operations (TSO) CMSO will report to the Director of Global CMSO TSO and will be responsible for the delivery of Motorola Solutions’ product and applications support, metrics performance and centralized service delivery for Land Mobile Radio customer networks and service partners.    
 
This candidate will play a critical role in Motorola Solutions’ transformation back office support and service for LMR customers to MSI offshore locations. As the company continues to provide and develop industry-leading solutions for their customers, the candidate is responsible for implementing service delivery operations strategy with a focus on sustainable business models, competitive advantage and differentiated customer experience. This role is responsible for ensuring an exceptional customer experience that aligns with business and strategies, mentoring and developing staff, streamlining processes, and managing a departmental budget. 

Key Responsibilities:

• Implementing the Technical Support Operations framework and executive commitments to ensure end-to-end processes and tools to support service delivery objectives.
• Developing and driving the implementation of repeatable, scalable and efficient service delivery models enabling service that is aligned with customer needs, services offer requirements, and product support commitments.
• Fully leveraging “best practices” and industry standards such as ITIL and proven tools. The operations frameworks responsibilities include: Performance Management, Incident, Problem and Event management, and Customer Experience Relationship Management.
• Directly managing, coaching, developing and inspiring a team of 50+ people across CMSO site locations.  
• Partner and collaborate with LMR Engineering leaders and teams (Astro, Dimetra, PCR, Unified Communication and Video and Security Analytics) to resolve customer issues and provide trending data to the Engineering owners.
• Driving an integrated, end-to-end services approach and providing thought leadership on the development and delivery of sold services.
• Partnering and building credibility across the organization, specifically with Software Sales, Regional Services and Engineering leaders to develop and deploy customer services/solutions.
• Ensure responsiveness - Resolve problems quickly, ensure root causes are addressed and problems do not recur, ensure customers are satisfied with timing and quality of repairs and solutions offered, and systems are appropriately used and exploited.
• Single point of contact for all Technical Incident and Problem related product and Operational issues including Service design and Service transitions.
• Evaluate the financial impact of implementing the support operations model.
• Collaborate with security and SE teams on architecture design and tools.
• Leading and developing a strong, motivated team of support and service professionals, building the necessary knowledge, skills and capabilities to execute the business strategies and maintaining the highest level of customer service.
• Collaboration - Work with peer senior leaders to develop plans for service management. Work with key stakeholders to maximize productivity, interdisciplinary collaboration, and streamlined processes.
• Mentor - Select, develop, coach, mentor, and assess the performance of staff. Conduct direct report’s employee performance appraisals, as applicable, according to Health System policies and complete by the due date. Effectively supervise and utilize staff to meet department objectives. 
• Budget - Oversee department budget performance relative to labor, other supplies, productivity and capital needs/expenditures.

• Master’s degree in Computer Science, Engineering or Business Management
• 10+ years of experience in managing technology operations and teams.
• 5+ years demonstrated success in leading a highly motivated, engaged team. 
• Strong understanding of human resource management principles, practices, and procedures.
• Extensive customer service leadership experience, preferably within a technical context or technology company.
• A depth of knowledge and tool kit of best practices across customer centric service delivery organizations.
• A deep understanding and appreciation of the value of building the customer experience throughout the delivery process.
• Proven success in driving change both in culture and organization to achieve the business objectives while simultaneously building the team morale and enthusiasm for the vision.
• Experience delivering services and solutions on a global scale.
• Ability to challenge standards to drive innovation, value and impact.
• Knowledge and curiosity of emerging technologies that may become relevant to building solutions.
• Proven success building and cultivating teams in the midst of significant change.
• Proven success in building relationships with peers and executives to gain input and alignment to visions and plans.
• Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels.
• Highly self-motivated, self-directed, and attentive to detail with ability to effectively prioritize and execute tasks in a high-pressure environment.
• Excellent communication skills: written, oral, and interpersonal.

Additional Skills & Experience Requirements:

• Experience conducting planning, governance, application selection, implementations, transformation and other enhancement projects.
• Excellent performance record and proven ability to produce positive results.
• Demonstrate a high level of credibility, integrity, and trust with a focus on excellent customer service, supportive workplace interactions, and a professional work ethic.
• Strong ability to build relationships both internally and externally, including fostering a collaborative, positive work environment with stakeholders and peers.
• History of increasing levels of accountability and responsibility and proven experience leading, managing, directing and motivating staff.
• DevOps Certification desirable. 
• Performance and personal competencies required for the position: Business Acumen, Thought Leadership, Decision Making, Building Relationships and Using Influence and Leading Teams.

Process Orientation/Organizational Skills: 

• Knowledge and Practicing Experience of ITIL Framework