Operation Manager - Mobile Radio National Hosted Service - 2758BR

Location: Schaumburg, IL
Date Posted: 04-13-2017
2758BR –  Operation Manager National Hosted Service
Location:                    Schaumburg, IL
Employment Type:    Experienced - Must be a US Citizen 
Travel:                         25% - 50%
Education:                 Bachelors
                          
 
MUST SEE Video Link:
https://youtu.be/W9ZSGAAJBw8
 
KEY SKILLS/EXPERIENCE (MUST HAVE)
1.      Experience (10 years +) in the establishment of positive Customers relationships in an operations environment
2.      Radio Network Operations experience
3.      Demonstrated experience in leading Customers through systems implementation and resolving difficulties related to high impact mission critical Customer operations
4.      Demonstrated experience in leading Customers through systems implementation and resolving difficulties related to high impact mission critical Customer operations​
5.      Good communications skills both written and verbal to explain complex information to all levels of staff and Customers
6.      Well-developed presentation skills
7.      Provide customers a single point of contact for the day to day operational queries and ensure service delivery and KPI compliance
8.      Definition and development of all operational supporting requirements and documentation for the introduction of new customers and services. This entails the transition of project to operations handover


Motorola Solutions Overview
On any given day, every moment matters to someone, somewhere. And every moment, Motorola Solutions' innovations, products, and services play essential roles in people's lives.
We help firefighters see around buildings and police officers see around street corners. We keep utility workers connected and visible to each other with real-time voice and data communication across the smart grid. And we provide the situational awareness first responders need when a moment brings catastrophe.
We do this by connecting them to seamless communication networks, applications and services, by providing them with real-time information, and by arming them with intuitive, nearly indestructible radios and devices.
Motorola Solutions, Inc is reinventing itself to provide smart work group communication solutions by investing in building an enterprise ecosystem for public safety and other vertical markets. As part of this transformation, Motorola Solutions has developed an innovation hub in downtown Chicago to ideate, design, develop and quickly deploy an ecosystem that brings critical information to users in many important markets. We are looking for top professionals to help realize that vision.
We help people be their best in the moments that matter. This is our purpose.
 
JOB DESCRIPTION
 
Department Description
Central Managed and Support Operations - Schaumburg
Job Description
The Operations Manager will work closely with the functional teams (Network Operation Center, Technical Support Organization, SaaS Platform Support, Service Transition, FirstNet Solution Team and Account Manager) as well as customers and subcontractors to provide maximum exposure to operational issues and priorities.
 
  • Provide customers a single point of contact for the day to day operational queries and ensure service delivery and KPI compliance.
  • Manage and maintain operational services scope as per the contract(s) and ensure Customers understand their obligations in regard to service deliverables.
  • Compliance to operational processes disciplines.
  • Ensure that Customers receive appropriate and timely reporting as required by the Contract as well as any on demand reporting.
  • Lead monthly service reviews and other forums to ensure that operational services and issues are managed successfully.
  • Ownership and resolution of operational issues including incident reports and follow up action items from system incidents, both internally and externally.
  • Conduct briefings with Customers to ensure understanding of systems, service and functionality to be delivered under the Contract and the involvement of Customers in the process.
  • Definition and development of all operational supporting requirements and documentation for the introduction of new customers and services. This entails the transition of project to operations handover.
  • Comply with Motorola Quality policies and practices.
  • Manage sub-contractors deliverables and adherence to agreed scope and outcomes.
  • Ensure all operational documentation remains up to date and relevant – Operations, Management and Logistics Support Plans
  • Comply with our ISO 9001 requirements to maintain certification.
  • Be part of the Incident Coordinator’s roster, and act as an escalation point as required for incident management
  • Comply with the change management process and take appropriate action as a Change Manager.
  • Review and approve change requests.   For high risk changes, facilitate a review of the request with the Change Advisory Board (CAB) which includes the key stakeholders from the customer(s) for approval.
Basic Requirements  
 
Best Regards,
Tom Allen
Tech-Connect
t.a@tech-connectllc.com
 
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