Director of Fixed Video Technical Support Operations, Centralized Managed Support Operations

​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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

The Director  –  Fixed Video - Unity, Alta, Envyson and Services Offers, for Technical Support Operations (TSO) CMSO will report directly to the AVP of Global CMSO and will be responsible for the delivery of Motorola Solutions’ product and applications support, metrics performance and centralized service delivery for all Fixed Video for customer solutions and service partners.    

 This candidate will play a critical role in Motorola Solutions’ transformation back office support and services for our global customers.   As the company continues to provide and develop industry-leading solutions for their customers, the candidate is responsible for implementing service delivery operations strategy with a focus on sustainable business models, competitive advantage and differentiated customer experience. This role is responsible for ensuring an exceptional customer experience that aligns with business and strategies, mentoring and developing staff, streamlining processes, and managing a departmental budget.

Key Responsibilities:

• Implementing the Technical Support Operations framework, executive commitments, with peers, to ensure end-to-end processes and tools to support service delivery objectives.

• Developing and driving implementation of repeatable, scalable and efficient service delivery models enabling service that is aligned with customer needs, services offer requirements, and product support commitments.

• Fully leveraging “best practices” and industry standards such as DevOps, ITIL and proven tools. The operations frameworks responsibilities include: Performance Management, Governance, Event management, Service Operations Centers, and Customer Experience Relationship Management.

• Implement AI solutions developed and determine AI use cases to improve operations efficiencies and cost savings.

• Directly managing, coaching, developing and inspiring a team of 100+ people across CMSO site locations.  

• Partner and collaborate with Engineering leaders and teams to resolve customer Incidents, Problem Tickets and provide trending data to the Engineering owners.

• Driving an integrated, end-to-end services approach and providing thought leadership on the development and delivery of sold services.

• Partnering and building credibility across the organization, specifically with Software Sales, Regional Services and Engineering leaders to develop and deploy customer services/solutions.

• Ensure responsiveness - Resolve problems quickly, ensure root causes are addressed and problems do not recur, ensure customers are satisfied with timing and quality of repairs and solutions offered, and systems are appropriately used and exploited.

• Single point of contact for all Technical Incident and Problem related product and Operational issues including Service design and Service transitions

• Assist the alignment between service portfolio and operation

• Evaluate the financial impact of implementing the support operations model into cloud environments

• Collaborate with SE and Cyber teams on architecture design and tools.

• Leading and developing a strong, motivated team of support and service professionals, building the necessary knowledge, skills and capabilities to execute the business strategies and maintaining the highest level of customer service.

• Collaboration - Work with peer senior leaders to develop plans for service management. Work with key stakeholders to maximize productivity, interdisciplinary collaboration, and streamlined processes.

• Mentor - Select, develop, coach, mentor, and assess the performance of staff. Conduct direct report’s employee performance appraisals, as applicable, according to Health System policies and complete by the due date. Effectively supervise and utilize staff to meet department objectives. 

• Budget - Oversee department budget performance relative to labor, other supplies, productivity and capital needs/expenditures.

Skills / Attributes Required:

• Bachelor or Master’s degree in Computer Science, Engineering or Business Management

• 10+ years of experience in managing technology operations and teams, 1-2 years within a cloud development or DevOps environment; 

• 5+ years demonstrated success in leading highly motivated, engaged team members. Strong understanding of human resource management principles, practices, and procedures.

• Experience with implementing and define=ing AI Use Cases.

• Extensive customer service leadership experience, preferably within a technical context or technology company.

• A depth of knowledge and tool kit of best practices across customer centric service delivery organizations.

• A deep understanding and appreciation of the value of building the customer experience throughout the delivery process.

• Proven success in driving change both in culture and organization to achieve the business objectives while simultaneously building the team morale and enthusiasm for the vision.

• Experience delivering services and solutions on a global scale.

• Ability to challenge standards to drive innovation, value and impact.

• Knowledge and curiosity of emerging technologies that may become relevant to building solutions.

• Proven success building and cultivating teams in the midst of significant change.

• Proven success in building relationships with peers and executives to gain input and alignment to visions and plans.

• Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels.

• Highly self-motivated, self-directed, and attentive to detail with ability to effectively prioritize and execute tasks in a high-pressure environment.

• Excellent communication skills: written, oral, and interpersonal

Additional Skills & Experience Requirements:

• Experience conducting planning, governance, application selection, implementations, transformation and other enhancement projects

• Excellent performance record and proven ability to produce positive results.

• Demonstrate a high level of credibility, integrity, and trust with a focus on excellent customer service, supportive workplace interactions, and a professional work ethic.

• Strong ability to build relationships both internally and externally, including fostering a collaborative, positive work environment with stakeholders and peers

• History of increasing levels of accountability and responsibility and proven experience leading, managing, directing and motivating staff.

• DevOps Certification desirable 

• Performance and personal competencies required for the position: Business Acumen, Thought Leadership, Decision Making, Building Relationships and Using Influence and Leading Teams:   

• Knowledge and Practicing Experience of ITIL Framework

Target Base Salary Range: $139,000 - $180,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-DB1

• Minimum of a Bachelor's degree, Master’s degree in Computer Science, Engineering, Business Management preferred 

• 10+ years of experience of related experience

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

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 complete this Reasonable Accommodations Form so we can assist you.