Service Delivery Manager - Greater Los Angeles

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. 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 Overview Motorola Solutions, a trusted global partner for over a century, ensures peak performance of mission-critical government and enterprise operations, managing hundreds of networks worldwide for reliability, continuity, productivity, and risk reduction. This Service Delivery Manager (SDM) role focuses on upgrading, implementing, and maintaining complex Communication Systems at customer sites, including installing subscriber mobile units, system upgrades, optimization, and repairing critical components (infrastructure, loggers, subscribers, computers, servers, network equipment). The SDM will collaborate with Customers, System Managers, Engineers, Sales, Project Managers, Technologists, and Service Partners. Based in Greater Los Angeles, the position requires service coverage across all of California and parts of Nevada and Arizona. Job Description The Service Delivery Manager (SDM) is responsible for upholding Motorola Solutions' (MSI) Maintenance Agreements. This involves coordinating all maintenance activities with the local service provider and actively seeking opportunities to expand MSI's service offerings for the customer. Lead and manage the day-to-day activities to meet all contractual commitments outlined in the Maintenance Agreements. Cultivate and manage strong relationships with the customer as well as local service partners Ensure high customer satisfaction, meeting both internal and external goals. Procure and coordinate necessary internal resources. Ensure strict compliance with all committed response and restoration times. Remotely diagnose system failures and facilitate call management procedures. Manage emergency service efforts and all escalation procedures. Perform installation and removal of mobile communication equipment, including associated cabling, at customer locations or in vehicles. This work must adhere to best practices and R56 Standards and Guidelines. Execute simple troubleshooting and repair of existing equipment installations as required. Accurately document all work details, including customer information, parts used, equipment and specific customer instructions. Responsible for the proper care and maintenance of all assigned company assets. Responsible for the calibration of assigned test equipment and maintaining an up-to-date test equipment database. Process all expense reports. Maintain precise records and service history statistics. Review service information and quality reports generated by the system service database. Provide the customer with monthly reports on system metrics. Communicate user issues as they arise. Coordinate ongoing continuous improvement efforts for the system. Lead efforts to develop new performance metrics. Monitor technical bulletins and communicate relevant information to the Customer, and LMR Deployment and Services Organization. Prepare required briefings for Customers, the Service Partner, or Motorola Management. Collaborate with the Customer and the Motorola Sales Account Executive to define future communication requirements. Work with the Customer, Service Partner, Motorola System Engineers, and third-party contractors to review and ensure compatibility of design recommendations for system upgrades, additions, modifications, and improvements. Partner with the Motorola Account Executive to identify and pursue new sales opportunities. Associate's or Bachelor's degree, professional and technical certifications, or ... (truncated, view full listing at source)