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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department OverviewThe Guardian InLife Team is dedicated to managing the post-implementation journey of live customers utilizing Motorola Solutions products. Serving as the primary point of contact for all operational engagements, the team helps to ensure a seamless experience across both the Guardian portfolio (including Guardian CAD, CADView, ICCS, Mobile, and DEMS) and the wider Motorola Solutions safety and security ecosystem. We build and connect technologies to help protect people, property, and places, fostering collaboration across critical public safety and enterprise systems.
Job Description
Key Responsibilities
Customer Relationship & Account Management
- Act as the dedicated single point of contact for assigned customer accounts, managing their ongoing in-life journey and overall relationship health
- Author and distribute monthly Service Pack reports, as well as schedule and deliver quarterly face-to-face Service Reviews to evaluate performance and identify integration opportunities
- Manage account financial reporting both internally and externally, coordinating quarterly alignment with cross-functional success teams to maintain a unified account strategy
Incident, Problem, & Backlog Governance
- Co-lead regular customer Incident and Problem review meetings alongside the Service Desk team to address operational issues and bug fixes
- Own, run, and manage customer DevOps Backlog Review meetings to prioritize user stories, bugs, and action items toward smooth resolution
- Administer Azure DevOps access, permissions, and operational functions for both customer and internal stakeholders
Software Upgrades & Vendor Coordination
- Schedule and coordinate software upgrades from Staging environments through User Acceptance Testing (UAT) and into Production execution
- Raise, document, and track ServiceNow Change Requests (CRs) while coordinating with Engineering, Hosting, and third-party vendors (such as Mitel) to secure technical resources
- Draft and dispatch technical customer advisories, host live Bridge Meetings during maintenance windows, and manage alert notifications for potential network impacts
Basic Requirements
- Bachelor's Degree in Business, Information Technology, Engineering, or a technical field
- Solid experience in Customer Success, Technical Project Management, or IT Service Management (ITSM)
Job Requirements
Technical Expertise
- ServiceNow & Azure DevOps experience to manage Change Requests, Backlog reviews, Wiki, and Work Item tracking
- Software Release Knowledge to navigate software release cycles (Staging vs. Production environments), User Acceptance Testing (UAT), and infrastructure patching
- Technical Communication skills in English to translate complex technical changes into clear customer advisories and conduct live bridge calls
Professional Experience
- Cross-Functional Collaboration expertise to coordinate across internal teams (Business Analysts, Hosting Engineers, Test Engineers) and third-party vendors
- Operational Governance experience managing incident/problem reviews, account financials, and quarterly performance presentations
Preferred Qualifications (Optional)
- Experience within a SaaS, public safety, or telecommunications environment
- Familiarity with TETRA alert environments or mission-critical control room operations
Company Rewards & Benefits In return for your expertise, we’ll support you in this new challenge with coaching and development every step of the way. Also, to reward your hard work you’ll get:
- Competitive salary and bonus schemes
- Two weeks additional pay per year (holiday bonus)
- 25 days holiday entitlement + bank holidays
- Attractive defined contribution pension scheme
- Private medical insurance
- Employee stock purchase plan
- Flexible working options
- Life assurance
- Enhanced maternity and paternity pay
- Career development support and wide-ranging learning opportunities
- Employee health and wellbeing support (EAP, wellbeing guidance)
- Carbon neutral initiatives/goals
- Corporate social responsibility initiatives including support for volunteering days
- Well-known companies discount scheme
Apply Today Ready to help build a safer future? Join our team and apply today to help keep communities and workplaces protected when it matters most!
#LI-NW1 #Remote #CustomerSuccess #PublicSafety #SaaS #ITSM #ServiceNow #DevOps #TechnicalAccountManagement #AccountManagement #TechJobs
Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYesCompanyMotorola Solutions UK Limited
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
Skills Required
- Bachelor's degree in Computer Science or equivalent professional experience managing complex software solution delivery
- Experience managing deployment of large-scale, complex software solutions for enterprise or public sector customers
- Deep knowledge of Agile project management principles, with certification or active progress toward certification
- Technical experience evaluating, managing, and communicating complex software concepts and issues
- Professional written and verbal English communication skills
- Experience capturing customer business processes, defining solution specifications, and securing customer buy-in
- Experience leading, motivating, and coordinating cross-functional or virtual delivery teams
- Experience deploying software solutions within UK police or fire agencies
- Working knowledge or direct experience with UK police and fire control room operations
Motorola Solutions, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Motorola Solutions, Inc. and has not been reviewed or approved by Motorola Solutions, Inc..
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Healthcare Strength — Healthcare coverage is effective from day one with multiple national carrier options and bundled prescription coverage. Offerings also include mental health benefits and Flexible Spending Accounts, with optional pet insurance.
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Leave & Time Off Breadth — Time off includes generous PTO with 9–10 paid holidays, and many salaried roles use a Flex Time Off or unlimited PTO approach. Paid parental and family leave plus adoption assistance expand support.
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Retirement Support — Retirement benefits feature a 401(k) with company match and immediate vesting. Additional financial programs like an employee stock purchase plan, performance bonuses, and company equity bolster long-term value.
Motorola Solutions, Inc. Insights
What We Do
Motorola Solutions is a global technology company that provides mission-critical communications, video security, and command center software to help protect people, property, and places for public safety agencies and enterprises.
