Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Fixed Video Deployment Team delivers video solutions to Public Safety and Enterprise customers across North America. We are committed to providing solutions that will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. We deploy and support products such as Vigilant LPR and Avigilon Video Systems.

Job Description

The System Manager will play a pivotal role in overseeing the delivery of high-quality services related to fixed video surveillance managed services and a team of service delivery technicians. This position requires a seasoned professional with a deep understanding of both technical and operational aspects of video surveillance systems, IT infrastructure, and managed services. The System Manager will be responsible for ensuring customer satisfaction, managing service teams, optimizing service processes, and driving continuous improvement in service delivery.

Key Responsibilities:

• Oversee the end-to-end delivery of fixed video surveillance/CCTV services and managed IT services to clients, ensuring adherence to SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).

• Act as the primary point of contact for clients regarding service delivery issues, ensuring prompt resolution of any incidents or concerns.

• Collaborate with project managers, technical teams, and other stakeholders to ensure smooth service transitions, from deployment to ongoing support.

• Conduct regular service reviews with clients to assess performance, identify areas for improvement, and build long-term relationships.

• Maintain a deep understanding of fixed video surveillance/CCTV technologies, including camera systems, DVR/NVR, VMS (Video Management Systems), and network configurations.

• Stay updated on the latest advancements in managed IT services, including cloud computing, cybersecurity, network management, and IT infrastructure.

• Provide technical guidance to the service delivery team and clients to ensure that solutions are tailored to meet specific client needs.

• Lead a team of service delivery professionals, including technicians, engineers, and support staff, ensuring they are well-trained, motivated, and equipped to deliver exceptional service.

• Foster a culture of continuous learning and improvement within the team, encouraging knowledge sharing and professional development.

• Conduct regular performance reviews, set clear objectives, and provide constructive feedback to team members.

• Develop and implement standardized service delivery processes, ensuring consistency, efficiency, and scalability across all client engagements.

• Identify opportunities for process improvements and automation to enhance service delivery and reduce operational costs.

• Monitor service delivery metrics, analyze trends, and implement corrective actions to address any performance gaps.

• Build and maintain strong relationships with clients, understanding their business objectives and aligning service delivery to meet their needs.

• Proactively communicate with clients to keep them informed about service developments, potential risks, and opportunities for service enhancements.

• Lead efforts to identify and pursue upsell and cross-sell opportunities within the existing client base.

• Ensure that all service delivery activities comply with relevant industry standards, regulations, and security protocols.

• Identify potential risks related to service delivery, develop mitigation strategies, and ensure that contingency plans are in place.

• Collaborate with legal, compliance, and cybersecurity teams to address any regulatory or security concerns that may arise.

• Prepare and present detailed reports on service performance, including metrics such as uptime, incident resolution time, customer satisfaction, and financial performance.

• Maintain comprehensive documentation of service delivery processes, client interactions, and technical configurations to support knowledge management and continuity.

• Ensure accurate and timely documentation of incidents, service requests, and changes in ITIL-based service management systems.

• Strong understanding of managed IT services, including network management, cloud services, cybersecurity, and IT support.

• Familiarity with ITIL or other service management frameworks.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.

• Proven track record of managing complex service delivery projects, with a strong emphasis on client satisfaction and operational efficiency.

• Experience in leading and developing high-performing service delivery teams.

• Strong problem-solving and decision-making abilities, with a focus on delivering practical and effective solutions.

• Ability to work under pressure, manage multiple priorities, and adapt to changing client needs and industry trends.

 

Preferred Qualifications:

• Education: 

  • Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field. 

OR

• A master’s degree or relevant certifications (e.g., ITIL, PMP, Cisco, Microsoft) are a plus.

• Experience:

  • Minimum of 5-7 years of experience in service delivery management, with a focus on fixed video surveillance/CCTV systems and managed IT services.

  • Minimum of five (5) years’ experience installing, supporting and maintaining the following:

    • Windows 7, 8 and 10; Office 2013, 2016, 2019, M365

    • Antivirus and antimalware management

    • Active Directory and Exchange or O365

    • Group Policy and printers

  • Pass background check

  • Must be able to maintain, manage, and work from multiple computers. (Customer Provided and Employer Provided)

  • Must be able work from the customers office as needed, 8AM ET - 4PM ET.

This position is a remote position, but candidates must be able to work out of the customer's office when needed.

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Basic Requirements

• Bachelor’s degree
• Minimum of 5+ years of experience in service delivery management, with a focus on fixed video surveillance/CCTV systems and managed IT services.

Travel Requirements

Under 25%

Relocation Provided

Domestic

Position Type

Experienced

Referral Payment Plan

No

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 email [email protected].