Service Delivery Manager - Northern VA

Motorola Solutions•Virginia, US Offsite, VA

1d•Onsite

About The Position

As the Service Delivery Manager, you will serve as the primary onsite point of contact and communications consultant for our federal customer. You are the face of Motorola Solutions, ensuring seamless service delivery, contract compliance, and superior customer satisfaction. This role involves managing services scope as defined by the contract, overseeing subcontractor deliverables, and ensuring customers understand their obligations. You will also be responsible for ensuring strict compliance with Service Level Agreements (SLAs), coordinating all service activities, and managing the escalation process for high-priority issues. Additionally, you will provide timely reporting, identify product quality issues, and collaborate with various internal teams to maintain operational health.

Requirements

3+ years of experience as an Electronics/Field Technician, Customer Support, or IT Support professional.
Proven ability to install, configure, and troubleshoot Windows Operating Systems and 3rd party integrations.
Working knowledge of Analog and Digital Telephony.
Proficiency in MS Office (Excel), Google Apps, and a quick-study mentality for new internal tools.
Deep experience with Motorola Solutions technology, specifically WAVE and ASTRO P25 LMR Systems (including LTR and radio systems).
Strong knowledge of Radio Frequency (RF) rules, mission-critical communication systems, and their customer applications.
Proficient in IP networking technology, WLAN, LAN/WAN troubleshooting, and VoIP applications.
Hands-on experience with Windows Domain architecture, Active Directory, Linux/UNIX, and server hardware (Dell/HP).
Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
Must have a T/S clearance and maintain as this US Government requirement.
3+ years experience in one of the following: LMR, RF systems, Radio Communications, Radio Frequency, Electronics, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering, Networking equipment. IP Networking, CAD, System Management, Solution Architecture, ASTRO 25, WAVE VOIP, Motorola, Military experience, or Public Safety experience.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.
Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)

Nice To Haves

Experience with VMware virtualization suites and Cloud Technologies.
Knowledge of Computer Telephony Integration (CTI) applications.
Experience with Database administration (MySQL or SQL Server).
Familiarity with firewalls and security-related applications.

Responsibilities

Act as the single point of contact and primary liaison for internal and external stakeholders.
Manage the services scope as defined by the contract, ensuring all Terms and Conditions (warranty/maintenance) are met.
Oversee subcontractor deliverables to ensure adherence to agreed-upon scope and outcomes.
Ensure customers understand their obligations regarding service deliverables.
Ensure strict compliance with Service Level Agreements (SLAs), specifically response and restoration time commitments.
Coordinate all service activities, including Inventory, Configuration, Site, and User Support services.
Engage in case management and manage the escalation process to resolve high-priority issues.
Diagnose system failures and facilitate call management as required.
Provide timely and accurate reporting as mandated by the Services Contract.
Identify and manage product quality issues.
Collaborate with System Administration, Vendor Management, and System Planning services to maintain peak operational health.