Service Delivery Manager

About Motorola Solutions

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

This role directly manages and guides specialized technical leads, including Incident Managers, the Support & Operations team, the Upgrade & Deployment Lead, the KPI Reporting & Analytics Lead, the Drive Test Lead, and the Knowledge Transfer Lead.

Job Description

A Service Delivery Manager (SDM) is responsible for overseeing the operational health of a customer's system, from initial service delivery through ongoing lifecycle support. The SDM ensures and may manage both internal and external resources to deliver services while maintaining compliance with customer contractual obligations. They establish standard procedures to ensure consistently high service performance, monitor team performance, and evaluate customer feedback to develop quality improvement processes. The SDM is accountable for customer success, as defined by success criteria established during the transition phase. Depending on the system's size and complexity, an SDM may be assigned to one or more customers, requiring a detailed understanding of their systems and operational staff.

Key Responsibilities

• Oversee the Upgrade and Deployment team in executing software patching, rollbacks, updates, and deployments across lab and production systems.
• Direct the KPI Reporting & Analytics team to generate comprehensive system performance reports, Kodiak Analytic reports, and drive test reports, ensuring service quality and SLA compliance.
• Manage change management verification, Wave mobile application acceptance testing, and drive testing operations in coordination with third-party vendors.
• Lead the Knowledge Transfer lead to facilitate user engagement, onboarding, fleet mapping preparation, and continuous training development for the customer.
• Collaborate closely with the Customer Support Manager, Incident Managers, and supporting functions such as HR, Commercial, and Procurement to align strategic goals and drive continuous service improvement.

Operating Environment

This role supports a 24x7x365 operational model for highly complex, mission-critical push-to-talk (MCPTT) applications. The candidate will be subject to local Saudization requirements, which may necessitate specific educational degrees for work permit acquisition.

Deliverables

• Contribute to the formulation of standard service delivery procedures.
• Lead the transition and transformation of project operations into Managed Services.
• Ensure that customer-focused procedures and plans align with organizational objectives.
• Verify the full implementation of procedures to achieve service level objectives.
• Represent the service delivery team in important meetings or appoint delegates.
• Propose recommendations for technological or procedural enhancements for the customer.
• Prepare and present periodic reports to customer stakeholders.
• Analyze system performance and facilitate recommendations for improvement.

Cost and Efficiency Management

A primary fiscal responsibility is to ensure delivery processes are efficient and cost-effective. This may involve eliminating paperwork, unnecessary service steps, or non-value-added features to reduce costs and streamline processes without negatively impacting the client experience, with a focus on efficient hardware and software service delivery. Strategies to maintain or improve service quality while minimizing costs should be suggested, and continuous research into improved service delivery procedures and processes should be undertaken.

Customer Satisfaction

A key aspect of this role is to continuously assess customer feedback and implement necessary improvements. This involves conducting evaluations through various channels and undertaking research and corrective actions when satisfaction scores fall below predefined thresholds. The SDM will identify and analyze issues, working to eliminate bottlenecks and ensure client satisfaction is guaranteed. Maintaining a positive customer relationship, identifying customer needs, and ensuring the service provider meets these needs with an appropriate service catalogue are crucial. The SDM acts as the customer's advocate within Motorola and represents Motorola to the customer, supporting the customer in optimally utilizing Managed Service features and deliverables. Analysis of issues and problems, leading escalation efforts across internal functional groups to resolve service or client business-impacting issues, and providing support relative to contractual commitments and SLAs are also key functions.

Management Responsibilities

• Educate service delivery team members on new plans and their implications.
• Assess the performance of individual team members and the team collectively.
• Organize and lead meetings with the service delivery team.
• Oversee the training of service delivery resources.
• Manage reporting functions.

Additional Information

This role requires 25-50% travel. Relocation assistance is provided domestically. This is an experienced position. Motorola Solutions Arabia, Inc., Saudi Branch is the employing company. Motorola Solutions is an Equal Opportunity Employer, committed to a people-first and community-focused culture. We encourage applications from all qualified individuals and welcome those who may not meet every preferred skill but can articulate their value to the team.