Senior Service Architect

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewYou'll be part of a team that delivers Design & Introduction outcomes for changes across the UK Managed Services business, including Introduction of new Product and Services to the live environment and changes to existing.
Job Description

This role is hybrid working with an expectation of being in our Rugby offices a minimum of 2 days a week.

You will ensure appropriate service design deliverables are scoped and incorporated into delivery activities and plans, service readiness is assessed and that new or changed services are successfully transitioned into supportable, predictable and reliable services.

You will have experience of working within ITIL aligned Service Design & Transition organisations. 

You will be a key player in the team, contributing to the development of a positive team culture, delivering an excellent standard of service, developing effective relationships with stakeholders and providing advice and guidance on Service Design & Transition processes and best practice. You will contribute to improvement initiatives within the team to ensure more effective methods and tools are implemented. 

This role is specifically required to support the implementation of the MSST suite. This will encompass:

• Ensuring all contractual SLAs are carried over to SNOW and all UKMS Service Designs are updated to reflect the new Service Management tool.
• Any changes to ITIL Service Management processes are reflected in Service Designs
• Ensuring that events are routed automatically to correct teams and that all Service Designs are updated
• Ensure all auto created tickets are mapped against correct customer and configuration items
• A review of all existing Alarms and to move all of these to Auto Case Create and to remove those which are no longer required
• Impact analysis for Incident and Change are reflected in SNOW for all Airwave and UK Managed Services
• Ensuring all contractual reports are available within SNOW
• Update associated process, for example the management of Certificates and Pre-Shared Keys (PSK) where new technologies and additional security requirements will mean a change to process.
• Ensure that SOC requirements are captured and interactions with Service Management processes are agreed and defined.

Basic Requirements

Essential Knowledge, Criteria and Skills:

• Strongly focused on enabling change to services through collaboration with, and across, the business.
• Good knowledge and experience of Service Design, Service Transition AND the delivery of Services across a complex, large scale Service Provider landscape.
•  Exposure to the management of services within a multi-vendor management model.
•  Problem / Situation analysis skills, excellent organisational skills for self.
•  Demonstrable skills in self-sufficiency and personal development.
•  Experience of working within performance management frameworks, SMART targets, and an ability to contribute to transformation.
•  Strong documentation skills in producing business case proposals, period reporting and service transition documentation
• Academic qualification to degree level OR Service Design / Service Transition qualification OR equivalent experience in a similar Service Management / Service Design & Transition role.
• Thorough understanding of ITIL ideally with ITIL v3 intermediate qualification
• Experience of implementing ITIL processes within Service Now

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.
• Employee stock purchase plan.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount scheme.

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Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanYes

CompanyAirwave Solutions 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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].