Service Readiness Architect (US Remote)

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 Service Readiness Team’s role is to design service delivery models, align the Centralized and Field Operation teams' activities with new or updated Service offers, Product launches, or Platform Releases and ensure general service preparedness. This team is tasked with the development of service delivery model design, service delivery enabling processes and documentation (Service Offer Delivery Packages including Service Support Plans, Workflows, Work Instructions as well as Battlecards containing a high-level offer description, supporting material, maintain Service Catalog, and contact names), develop and run validation tests, create and deliver service training, and ensure Service Operations personnel are ready to provide these services to our public safety customer base. Our team's Global focus emphasizes the drive for using standard processes and tools across all regions while still accounting for specific regional policies and regulations to ensure services are fit for delivery.
Job Description

Service Readiness Architect will form part of a multi-disciplined team supporting the launch and implementation of complex mission-critical customer operational services and systems from thought and theory to delivery and long-term field support.  The systems may be used directly by our customers or Motorola staff to deliver Managed and Lifecycle Services to our customers. The Service Readiness Architect will be involved in the architectural reviews, requirements gathering, development, transition, and the continuous improvement of the service offerings, service delivery models and projects. 

Responsibilities include:

• Collaborate with various teams, including Product Development/Engineering/Service Design/IT, in delivering the solutions, roadmap, and vision.

• Consult Product teams on service impacts and associated requirements in relation to new subscription and cloud-based offerings

• Architect Service Offers in conjunction with IT, Service Tools and Product teams which will be delivered by the MSI Services Organization.

• Effectively represent all MSI Service Teams in New Service/Product launch activities.

• Develop, launch, and implement a trusted framework for effective and efficient new solutions (Services, Tools, and Applications) introductions into the Central and Field Service Organizations, spanning the entire lifecycle from service strategy through service operation

• Identify Services to be included in the Standardized Service Catalog.

• Define, analyze and validate delivery requirements with key stakeholders for all latest tools and services to be delivered in the organization

• Update, maintain, publish and promote the Service Catalog Offerings and assist in communication and promotion of the Service Offerings.

• Establish and negotiate internal operating agreements between multiple cross-functional teams across all MSI portfolios

• Define acceptance criteria for services from operational, release, and service readiness perspective 

• Identify and manage all service-related risks and issues to new and existing services throughout the service lifecycle, ensuring a consistent and seamless service transition approach.

• Ensuring all service delivery teams globally are aware, prepared, and capable of supporting any new services.

• Ensuring project teams and key stakeholders understand all service management requirements so they can be delivered timely to the agreed product output at each milestone.

• Facilitate release management of solutions through technical reviews and requirements lockdown.

• Ensure that solutions are fit for purpose and transitioned into Operations live/production environments effectively.

• Liaise and collaborate with project and program teams to ensure the correct process and governance is followed

• Be an advocate of ITIL best practice processes within the business.

• Ensure policies and processes are developed and documented within MSI specified guidelines and under the globally recognized framework and methodology (e.g., ITIL Service Management)

• Be prepared and able to multi-task vertically across the organization and through virtual teams.

• Provide assistance, direction, and clarity to senior management on strategic deliverables, projects, and plans

The following skills are considered essential:

• Strong understanding of both business and delivery process, including process creation, collaboration, and improvement

• Strong understanding of both on-premises and cloud-based solutions and services

• Strong understanding of project management methodologies

• Be able to manage and influence diverse and challenging stakeholders. 

• Good communication skills and confidence to present solutions to senior leadership teams and potential customers
   

The following skills are considered highly desirable:

• Experience with MSI service delivery tools and processes, including ERP/CRM systems

• Good understanding of Land Mobile Radio Systems, Command Center, 9.1.1, Cloud Computing Services and Video solutions

• Knowledge of IT Service Management including ITIL framework and service management tools (e.g., BMC Remedy, Salesforce, ServiceNow, Service Manager)

• Service Delivery Operations experience is a plus

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Requirements:

• Bachelor’s Degree in a technical discipline (Information Technology, Computer Science, Electrical or Electronics Engineering, etc.) or a related field required.

• Conceptual knowledge of IT operations including Network Operations, Security Operations, Help Desk, Data Center, Network, and End User

• Knowledge of Salesforce, JIRA or ServiceNow a plus

• Excellent communicator with proven ability to convey complex ideas and data in written, presentation, and spoken formats to a variety of audiences, including executive management

• Detail-oriented team player with strong influencing skills

• Ability to thrive in a fast-paced, high growth environment and work collaboratively with colleagues and staff

• Ability to navigate regional aspects of requirements and regulations to drive towards a global solution for Service Delivery

• Experience with Service Catalog Management in a corporate setting globally is a plus.

• Public Safety and Independent Consulting experience a plus!

Additional requirements:

• Must be able to pass a criminal background check

• Must be prompt and reliable

• Must possess integrity and honesty

• Must possess a high degree of patience and empathy for others

• Must be flexible

• Must be Authorized to work in the US for any employer

Target Base Salary Range: $105,000- $125,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• Bachelor’s Degree in a technical discipline (Information Technology, Computer Science, Electrical or Electronics Engineering, etc.) or a related field required.

• 5 years of product management experience service design, or service delivery experience

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 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. 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 complete this Reasonable Accommodations Form so we can assist you.