Service Delivery & Transition Manager

Company Overview

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department OverviewThe UKMS Business Services and Governance team provide critical
service delivery, ITIL management functions and service governance,
including ISO certification, for all services delivered by the UK Managed
Services Operations teams.
The remit of the team is to ensure we provide outstanding service,
expertise and support to external customers, the Service Operations
Teams and the wider Motorola UK delivery and support teams. The
services delivered by the team are:
- Service Delivery Management
- Service Readiness & Transition
- Problem Management
- Knowledge Management
- Service Improvement Management
- Process & Quality Management
- Risk & Information Management
- Business Continuity & Emergency Planning
- Service Reporting & Trend Analysis
Job Description

Scope of Responsibilities / Expectations:

• Focal point for all delivery and performance aspects of services delivered by the UKMS Service Operations teams. This includes service readiness and transition activities from input into the service model (including SLA’s & KPI’s), and service delivery outline costs at tender stage through to delivery into live operations, working in collaboration with Sales and Service Design.
• The delivery of excellent customer satisfaction through building positive relationships with external customers and internal delivery/resolver teams is critical, ensuring ongoing service improvement is identified and implemented.
• The individual is operationally responsible for ensuring contractual commitments [SLAs, OLAs & KPIs] are met or exceeded for ongoing support contracts within the UKMS Portfolio. This includes management and improvement of any 3rd party or vendor contract utilised to deliver the end to end services, working in conjunction with Supplier Management.
• Contributes to service credits mitigation.
• Process ownership.
• The individual will not hold any direct budgetary responsibility but has responsibility to ensure we are delivering services within budgetary targets, identifying and implementing opportunities to streamline where possible.
• Lead a team comprising of readiness leads, problem management, knowledge management and the business services analyst.
• The role is also to support the Head of UK Managed Services Business Services & Governance ensuring ability for continuity of service in their absence

Key Responsibilities and Accountabilities:

Service Delivery:

• Act as the centre of knowledge for all support services package and components in their end to end service, providing account /sales / delivery / CSM support / operational support as required. 
• Serve as the customer focal point for the support contract in cases such as critical issues, customer complaints, customer satisfaction, service improvement/lessons learnt, major incidents (in hours).
• Attend customer service reviews as required.
• Work with the Supply chain / Vendor Support Management to ensure support provided by Vendors is as per any commercial agreement and is of the required quality meeting/exceeding MSI contractual obligations.
• Attend supplier operational review meetings as required.
• Actively identify and progress opportunities to widen the UKMS services portfolio, both in terms of scope of services delivered and/or onboarding of new product support, including opportunities outside the UK.
• Ensure product delivery teams/resolver groups adopt and adhere to
• UKMS service management processes.
• Support product delivery/resolver teams in maturing service management structures and governance across their organisation to ensure optimal service delivery and compliance with ISO certification.
• Identify and drive service improvements to improve customer satisfaction and drive efficiencies in service delivery.
• Act as a point of escalation for external customers and internal delivery/support teams for any service delivery issues, identifying and unblocking barriers.
• Ensure the timely production of contractual and service reporting, including production of regular and ad hoc reporting for senior management.
• Act as escalation point for progression of any internal IT issues impacting service delivery in relation to systems ‘owned’ by Service Operations e.g. ServiceNow, Genesys Purecloud, Everbridge.
• Responsible for the maintenance and integrity of data within the mass communications IT tool (Everbridge).

Service Transition:

• Work collaboratively with Customers, Project Managers, Delivery Teams, Suppliers, Service Design and Service Operations Teams to ensure the smooth transition and delivery of services.
• Ensure timely completion of all service readiness/off boarding activities, carrying out a regular review of the criteria to ensure it remains relevant or as adapted appropriately dependent on the product/service.
• Act as point of escalation for any issues/blockages in pre-sales, post sales, service design and delivery activities to ensure successful transition of services into operational support.
• Leading the definition & agreement of 3rd Party Underpinning Contracts to ensure appropriate support models can be implemented.
• Build and maintain positive collaborative relations with Service Design to ensure the synergy of the processes are maintained to enable the seamless delivery of live services.
• Ensure the timely production of service management customer handover material, internal operations notices, LWI’s and relevant training/briefing documentation.
• Ensure training needs analysis is completed and training/briefing delivered as required for each new transition to service.
• Attend customer meetings to ascertain and manage service expectations throughout the delivery into service.
• Ensure service acceptance criteria is completed and senior sign off from key stakeholders is sought before a service is made live.
• Ensure each transition to service follows an early life support hypercare process with relevant exit criteria.

Leadership:

• Effective leadership of the team in terms of performance, development, training, health, safety and welfare.

Basic Requirements

• Educated to degree level or minimum 2 years management experience within a service delivery/operations environment.
• Customer relationship management.
• Operational service management experience and knowledge of service management processes.
• Proven track record in leading a team to deliver excellent customer service.
• Strong business acumen including good financial awareness. 
• Negotiating and influencing skills .
• Proven ability in communication, both written, verbal and presentational across all organisational levels.
• Strong decision making skills.
• Advanced knowledge of utilising Google and/or Microsoft suites is desirable.
• ITIL v4 Foundation or relevant specialist level would be desirable.
• Experience in service management technologies (Remedy and/or ServiceNow are desirable).
• Experience of public safety communication technology and services is desirable.
• Full UK driving licence.

Core Competencies

• Customer relationship management .
• Ability to build and sustain effective relationships across customers, suppliers and internals stakeholders is essential.
• Ability to provide operational leadership across virtual teams.
• Operational service management.
• Negotiating and influencing skills.
• Presentation skills.
• Organised and able to prioritise for self and others.
• Customer service skills and focus.
• Communication skills: Verbal, Written, Listening and Questioning.
• Problem solving and fact-finding skills.
• Decision making.
• All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements.
  #LI-DJ1

Travel RequirementsUnder 25%
Relocation ProvidedNone
Position TypeExperienced

Referral Payment PlanNo

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.