Motorola Solutions
We help people be their best in the moments that matter.
Chicago, IL
Remote

Director, Device and Video Technical Support Operations, Centralized Managed Support Operations at Motorola Solutions

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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 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.
Job Description

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. 

Key Responsibilities

  • 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


Basic Requirements
  • 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

Vaccine Requirement

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.


Travel Requirements
25-50%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

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!

EEO Statement

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.

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Where we are

Located in the West Loop, one block from Ogilvie Train Station and Union Train Station. The office is also close to multiple CTA stops.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ITILFrameworks
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • SalesforceCRM
    • GoogleEmail
    • MarketoLead Gen
    • Oracle EloquaLead Gen
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What are Motorola Solutions Perks + Benefits

Motorola Solutions Benefits Overview

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!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications

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