Operations Manager

**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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

***Department Overview**: The Operations Manager position is a leadership role accountable for the management of a team of network engineers, technicians, and support staff to deliver operational excellence for the South Australian Government Radio Network (SAGRN).
- The Operations Manager will report to the General Manager - Client Operations.
- The Operations Manager will collaborate with the Motorola National Organisational managers for NOCC, Ops Eng., and Field Services teams to ensure adequate knowledge, training and tools are available.
- Primary relationships:

- The Operations will work closely with the Service Delivery Manager and General Manager - Client Operations, ensuring all responsibilities in managing the network and any required escalations are communicated in a timely manner.
- Stakeholder collaboration:

- Internal - Actively collaborate with cross-functional teams in South Australia and nationally, including Commercial, Procurement, Engineering, Systems Integration and Operations.
- External - collaboration and management of external customers, sub-contractors and vendors.

**Provides tailored technical customer operations support. Develops strategies for implementing operational efficiencies by reviewing work flows, procedures, and performance. Executes customer operations policies and procedures. Builds and maintains positive, effective, and mutually beneficial-working alliances with customers. Initiates problem solving action and follows through to resolution. Performs root-case analysis of problems to formulate and recommend improved alternative operations. Leads process improvement initiatives.

**Leadership & Approach (Accountable and Responsible)**:

- Lead and manage cross-functional teams of network engineers, technicians, and support staff, ensuring they are fully trained and able to respond to any network issues promptly.
- Build and maintain cohesive, enthusiastic and high performing teams.
- Coaching, mentoring and building capability within your team.
- Foster a culture of safety and continuous improvement, identifying opportunities for process enhancements.
- Comply with Motorola Quality Policies and practices and ensure all operations personnel are in compliance.
- Continuous Improvement:

- Ensure Lessons learnt are captured and fed into common repositories:

- Incident PIRs
- Vendor Management
- Service Improvement
- Innovation Management:

- Ensure Operational Teams are participating in Innovation forums
- Performance management and utilisation - ensure all operations teams are delivering all requirements as per agreed Duty Statements and agreed performance metrics. Communicate all gaps with employees and escalate where required.

**General Management Practices ITIL 4**:

- Relationship Management (Responsible):

- Provide customers a single point of local contact for operational issues and drive customer service and KPI compliance.
- Supplement the formal call out mechanism of logging support requests via the Motorola Network Operations Control Centre.
- Contribute to regular service reviews and other forums to ensure that operational services and issues are managed successfully.
- Knowledge Management (Accountable):

- Oversee and maintain the operational processes and disciplines needed to serve the Customer effectively.
- Organisational change management (Responsible).
- Information Security management (Accountable).
- Measurement and Reporting - External (Responsible):

- Ensure operational data is accurate and reviewed prior to report preparation.
- Measurement and Reporting - Internal (Accountable):

- Availability - KPI / SLA
- Capacity management - prepare a resource loading forecast for baseline support obligations and business growth.
- Service performance - prepare reports to monitor attainment to contractual baseline service levels.
- Supplier/Vendor/Sub-contractor management (Responsible):

- Maintain performance metrics for all third parties, including:

- Reporting
- Risk management
- Issue Management
- SLA management where applicable
- Continuous improvement.
- Lifecycle Management (Accountable):

- Planning and implementation of upgrade cycles with the customer and Motorola implementation team.
- Operational Risk Management (Accountable):

- Ensure all risk information is maintained in both internal and customer facing risk registers.
- Scope Management (Responsible): Manage and maintain operational services scope as per the contracts:

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