Director, Device and Video Technical Support Operations, Centralized Managed Support Operations at Motorola Solutions
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 OverviewThe 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 Director of Device, WAVE and Video Technical Support Operations (TSO) CMSO will report directly to the AVP of Global CMSO and will be responsible for the delivery of Motorola Solutions’ product and applications support, metrics performance and centralized service delivery for all Device, WAVE and Video for customer solutions and service partners.
This candidate will play a critical role in Motorola Solutions’ transformation back office support and services for our global customers. 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.
Implementing the Technical Support Operations framework, executive commitments, with peers, to ensure end-to-end processes and tools to support service delivery objectives
Developing and driving 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 DevOps, ITIL and proven tools. The operations frameworks responsibilities include: Performance Management, Governance, Event management, Service Operations Centers, and Customer Experience Relationship Management
Directly managing, coaching, developing and inspiring a team of 100+ people across CMSO site locations
Partner and collaborate with Engineering leaders and teams (Devices, PCR, WatchGaurd & Edisix) to resolve customer Incidents, Problem Tickets 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
Assist the alignment between service portfolio and operation
Evaluate the financial impact of implementing the support operations model into cloud environments
Collaborate with SE and Cyber 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
Skills / Attributes Required
Master’s degree in Computer Science, Engineering or Business Management
10+ years of experience in managing technology operations and teams, 1-2 years within a cloud development or DevOps environment;
5+ years demonstrated success in leading highly motivated, engaged team members. 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
The base pay for this role will be $120,000-$150,000 per year
Bachelor's in Computer Science, Engineering, or Business Management with 10+ years of experience in managing technology operations teams or 12+ years of experience in managing technology operations teams
Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.