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

Part of Global Services, initially within the Offer Management Dept

Job Description

The Business Relationship Manager is responsible for the service strategy and ongoing service delivery performance across all technologies for the City of Chicago. As the primary interface and point of contact for the City, you will engage with the Office of Public Safety and Administration (OPSA) from Director level through to Operational teams. You will represent the customer when engaging internal Motorola departments and personnel. You will lead Service Governance, delivering service performance reviews in accordance with the agreed cadence. The Business Relationship Manager will actively contribute in service design activities, collaborating with Product, CMSO, Field and I.T. providing expertise across the service architecture to ensure optimal service delivery.

 

Responsibilities

Responsibilities for this role are wide and extensive and are broken down across the following areas

Services

• Lead the Service Strategy for the City, delivering a uniform experience across all technologies

• Responsible for the achievement of all Service Levels and KPIs. Conducts breach analysis and qualifies/validates all Service Level penalties where applicable

• Chairs the monthly Service Performance Review, providing end-to-end service reports for OPSA executives

• Leads the local Service Delivery teams, building strategic and tactical plans to enhance capabilities, whilst driving operational leverage

• Managed Operational escalations and contribute to Major Incident invocations/resolution

• Build highly-effective operational practices and oversight to improve overall service delivery and management insight

• Drive best-practice methodologies and frameworks such as ITIL, to improve service outcomes

• Collaborate with other Service functions; CMSO, Field, V&S etc to maintain cohesive delivery across all Services and technologies

• Form part of Service Design Coordination to ensure requirements are captured and proposed solutions support the Service Strategy

• Identify Service innovation opportunities and bring these to life through CMSO and delivery teams, whilst monetizing new Offers or service contracts

• Represent the City for formal service handover/acceptance of newly introduced technologies

• Guide the customer on Service maturity and future enhancements

• Lead the Service response for new RFPs

 

Product

• Contribute to product innovation through real-life experiences from the City’s use of technology

• Propose changes or augmentations to solutions based on customer pain points and challenges

• Contribute to new technology introduction, guiding Product and System Integration teams on potential risks or adverse impacts to services

• Represent the customer in driving Product and Engineering teams to resolve defects or long-term problems

• Review periodic releases, updates and upgrades to mitigate risk to services and systems

Operational Support Systems (OSS)

• Define the OSS strategy for the City, taking account of future Product introductions and OSS roadmaps

• Collaborate with CMSO to design, deploy and configure standardized tools, capabilities and automations

• Pioneer new approaches to service and configuration management, evolving Configuration Management Database (CMDB) custom classes and discovery capabilities to enhance delivery and the customer experience

• Assist the City with validation of other suppliers integration with process, tools and policies

Commercial

• Evaluate customer contracts, identifying risks and financial exposure and provide mitigation strategies either through service design augmentation, or contract amendments

• Responsible for Revenue Assurance, validating service consumption and performance and above-contract work to ensure accurate invoicing and payment

• Review new contract or RFP terms and conditions and propose amendments more appropriately support both the City and Motorola’s service strategies

• Assist the City with validating 3rd party supplier contracts, identify risk or suggesting amendments where suppliers will agitate the services or ongoing relationships with the City

Preferred Qualifications and Experience

• Bachelor’s degree Telecommunication Engineering, Business Information Systems or similar field

• 10 years industry experience in Services (preferably Managed Services), Operations or similar function

• Granular understanding of Operational Support Systems across telecommunications, IT and Cloud environments

• Demonstrable experience in Service Design of large complex solutions

• Ability to write service delivery architectural design documents or review design documents provided by other stakeholders

• Comprehensive understanding of Motorola’s Product Portfolio, the underlying infrastructures, platforms and interfaces

• Demonstrable experience in managing large service contracts, with capabilities in mitigating contract risk, remedies or service penalties

• Experience in RFP response writing, creating innovative approaches to solutions and services, reviewing/approving content and delivering effective customer presentations

• ITIL v3 or V4 foundation certification, or TOGAF experience is important

• Proven ability to effectively communicate complex ideas, issues, concepts and solutions to customers and executive project stakeholders

• Experience in Public Safety technologies e.g. Land Mobile Radio, 911-Call Taking, Next Generation Core Services, Body Worn Cameras, Fixed Video and Digital Evidence Management systems is essential

• Must be able to work independently and demonstrate accountability

• Must possess a strong desire for high customer satisfaction

• Strong analytical and problem solving skills

• Must have ability to work in a mission-critical environment, where customer outcomes are paramount

• Own the Service Strategy for City of Chicago, spanning all technologies and services

• Lead the local Service Team, creating an optimal organizational structure to support all technologies

• Identify and define the OSS requirements to optimize and improve delivery capabilities, whilst driving innovation into the tools roadmap

• Act as the Voice of the Customer into Product teams

• Lead and chair the monthly service performance reviews

• Generate service reports at the desired frequency

• Conduct revenue assurance activities to ensure maximum revenue recognition

• Act as the single point of contact and interface for the customer

• Managed Incident escalations, engaging necessary resolver groups to effect timely restoration of services

Basic Requirements

• Bachelor’s degree Telecommunication Engineering, Business Information Systems or similar field
• 10 years industry experience in Services (preferably Managed Services in the TeleComs Sector managing large contracts) )

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Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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].