About this role
About the Role As the Service Delivery Manager, you will serve as the primary onsite point of contact and communications consultant for our federal customer. You are the face of Motorola Solutions, ensuring seamless service delivery, contract compliance, and superior customer satisfaction. What You'll Do
- Act as the single point of contact and primary liaison for internal and external stakeholders.
- Manage the services scope as defined by the contract, ensuring all Terms and Conditions (warranty/maintenance) are met.
- Oversee subcontractor deliverables to ensure adherence to agreed-upon scope and outcomes.
- Ensure customers understand their obligations regarding service deliverables.
- Ensure strict compliance with Service Level Agreements (SLAs), specifically response and restoration time commitments.
- Coordinate all service activities, including Inventory, Configuration, Site, and User Support services.
- Engage in case management and manage the escalation process to resolve high-priority issues.
- Diagnose system failures and facilitate call management as required.
- Provide timely and accurate reporting as mandated by the Services Contract. Identify and manage product quality issues.
- Collaborate with System Administration, Vendor Management, and System Planning services to maintain peak operational health. What We're Looking For
- 3+ years of experience as an Electronics/Field Technician, Customer Support, or IT Support professional.
- Proven ability to install, configure, and troubleshoot Windows Operating Systems and 3rd party integrations.
- Working knowledge of Analog and Digital Telephony.
- Proficiency in MS Office (Excel), Google Apps, and a quick-study mentality for new internal tools.
- Strategic Thinker with excellent communication and collaboration skills. Nice to Have
- Experience with VMware virtualization suites and Cloud Technologies.
- Knowledge of Computer Telephony Integration (CTI) applications.
- Experience with Database administration (MySQL or SQL Server).
- Familiarity with firewalls and security-related applications. Compensation & Benefits
- Target Base Salary Range: $85,000 - $130,000 USD.
- Incentive Bonus Plans, Medical, Dental, Vision benefits, 401K with Company Match, and 10 Paid Holidays.