State Operations Delivery Manager

**Company Overview**:
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

***Department Overview **:Responsible for high level NSW customer service satisfying the managed services and maintenance agreement customer needs for Government & Enterprise and Minerals and Energy sectors. This includes building a strong customer facing relationship with managed services and maintenance agreement customers at an operational and senior management level.

Provides a single point of contact both internally and externally, the primary interface and oversight of all operational services required to meet and exceed all Key Performance Indicators and Service Level Agreements.

The Operations Delivery Manager should have excellent communication and motivational skills, abilities to identify the issue scope and 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.

Works closely with cross functional teams such as Service delivery managers, Network Operation Control Centre, senior management, support services, engineering, product management, 3rd party sub-contractors, vendors and programme management / systems integration team.
***Job Description**:

- Provide customers a single point of local contact for operations and ensure customer service and KPI compliance. This supplements the formal call out mechanism of lodging support requests via the Motorola Network Operations Control Centre.
- Manage and maintain operational services scope as per the contracts and ensure customers understand their obligations in regard to service deliverables and Motorola also meets necessary criteria.
- Oversight and maintenance of operational processes, disciplines and escalation of issues internally and externally as appropriate to ensure compliant customer service.
- Ensure that customers receive appropriate and timely reporting as required by the Contracts.
- Lead regular service reviews and other forums to ensure that operational services and issues are managed successfully.
- 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 entails the transition of project to operations handover.
- Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
- Comply with Motorola Quality policies and practices.
- Interact with the Service Provision Team ensuring constant awareness of service provision issues including specific customer activities such as, special operations events, customer service sign offs and transition activity development.
- Good problem solving skills to handle the dissatisfied customers and decision making abilities to answer the critical client queries.
- Analysing data or statistics to identify the customer service level the organization is providing.
- Prepare a resource loading forecast for baseline support obligations that requires staff utilisation for staff capacity planning and business growth.

***Basic Requirements**:

- Demonstrated experience (10 years +) in the establishment of positive Customers relationships in a services environment
- Demonstrate operational management experience
- Demonstrated problem solving and consulting capability
- Demonstrated experience in leading customers through systems implementation and driving improvement on high impact mission critical Customer operations

General Education:

- Diploma / Tertiary Qualifications in Business Management, Engineering, Computer Science or equivalent.

Desirable:

- ITIL Foundations V3 certification and/or PRINCE2 Foundation qualification.
- Technical training in Electronics / IT or Radio Communications.

***Travel Requirements **:10-25%
***Relocation Provided **:None
***Position Type **:Experienced

**Referral Payment Plan **:Yes