Motorola Solutions
Business Relationship Manager
Motorola Solutions, Chicago, Illinois, United States, 60290
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 OverviewPart of Global Services, initially within the Offer Management DeptJob 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
ServicesLead the Service Strategy for the City, delivering a uniform experience across all technologiesResponsible for the achievement of all Service Levels and KPIs. Conducts breach analysis and qualifies/validates all Service Level penalties where applicableChairs the monthly Service Performance Review, providing end-to-end service reports for OPSA executivesLeads the local Service Delivery teams, building strategic and tactical plans to enhance capabilities, whilst driving operational leverageManaged Operational escalations and contribute to Major Incident invocations/resolutionBuild highly-effective operational practices and oversight to improve overall service delivery and management insightDrive best-practice methodologies and frameworks such as ITIL, to improve service outcomesCollaborate with other Service functions; CMSO, Field, V&S etc to maintain cohesive delivery across all Services and technologiesForm part of Service Design Coordination to ensure requirements are captured and proposed solutions support the Service StrategyIdentify Service innovation opportunities and bring these to life through CMSO and delivery teams, whilst monetizing new Offers or service contractsRepresent the City for formal service handover/acceptance of newly introduced technologiesGuide the customer on Service maturity and future enhancementsLead the Service response for new RFPsProduct
Contribute to product innovation through real-life experiences from the City's use of technologyPropose changes or augmentations to solutions based on customer pain points and challengesContribute to new technology introduction, guiding Product and System Integration teams on potential risks or adverse impacts to servicesRepresent the customer in driving Product and Engineering teams to resolve defects or long-term problemsReview periodic releases, updates and upgrades to mitigate risk to services and systemsOperational Support Systems (OSS)
Define the OSS strategy for the City, taking account of future Product introductions and OSS roadmapsCollaborate with CMSO to design, deploy and configure standardized tools, capabilities and automationsPioneer new approaches to service and configuration management, evolving Configuration Management Database (CMDB) custom classes and discovery capabilities to enhance delivery and the customer experienceAssist the City with validation of other suppliers integration with process, tools and policiesCommercial
Evaluate customer contracts, identifying risks and financial exposure and provide mitigation strategies either through service design augmentation, or contract amendmentsResponsible for Revenue Assurance, validating service consumption and performance and above-contract work to ensure accurate invoicing and paymentReview new contract or RFP terms and conditions and propose amendments more appropriately support both the City and Motorola's service strategiesAssist the City with validating 3rd party supplier contracts, identify risk or suggesting amendments where suppliers will agitate the services or ongoing relationships with the CityPreferred Qualifications and Experience
Bachelor's degree Telecommunication Engineering, Business Information Systems or similar field10 years industry experience in Services (preferably Managed Services), Operations or similar functionGranular understanding of Operational Support Systems across telecommunications, IT and Cloud environmentsDemonstrable experience in Service Design of large complex solutionsAbility to write service delivery architectural design documents or review design documents provided by other stakeholdersComprehensive understanding of Motorola's Product Portfolio, the underlying infrastructures, platforms and interfacesDemonstrable experience in managing large service contracts, with capabilities in mitigating contract risk, remedies or service penaltiesExperience in RFP response writing, creating innovative approaches to solutions and services, reviewing/approving content and delivering effective customer presentationsITIL v3 or V4 foundation certification, or TOGAF experience is importantProven ability to effectively communicate complex ideas, issues, concepts and solutions to customers and executive project stakeholdersExperience 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 essentialMust be able to work independently and demonstrate accountabilityMust possess a strong desire for high customer satisfactionStrong analytical and problem solving skillsMust have ability to work in a mission-critical environment, where customer outcomes are paramountOwn the Service Strategy for City of Chicago, spanning all technologies and servicesLead the local Service Team, creating an optimal organizational structure to support all technologiesIdentify and define the OSS requirements to optimize and improve delivery capabilities, whilst driving innovation into the tools roadmapAct as the Voice of the Customer into Product teamsLead and chair the monthly service performance reviewsGenerate service reports at the desired frequencyConduct revenue assurance activities to ensure maximum revenue recognitionAct as the single point of contact and interface for the customerManaged Incident escalations, engaging necessary resolver groups to effect timely restoration of servicesBasic Requirements
Bachelor's degree Telecommunication Engineering, Business Information Systems or similar field10 years industry experience in Services (preferably Managed Services in the TeleComs Sector managing large contracts) )Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes
Our U.S. Benefits include:
Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand 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 ohr@motorolasolutions.com.
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 OverviewPart of Global Services, initially within the Offer Management DeptJob 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
ServicesLead the Service Strategy for the City, delivering a uniform experience across all technologiesResponsible for the achievement of all Service Levels and KPIs. Conducts breach analysis and qualifies/validates all Service Level penalties where applicableChairs the monthly Service Performance Review, providing end-to-end service reports for OPSA executivesLeads the local Service Delivery teams, building strategic and tactical plans to enhance capabilities, whilst driving operational leverageManaged Operational escalations and contribute to Major Incident invocations/resolutionBuild highly-effective operational practices and oversight to improve overall service delivery and management insightDrive best-practice methodologies and frameworks such as ITIL, to improve service outcomesCollaborate with other Service functions; CMSO, Field, V&S etc to maintain cohesive delivery across all Services and technologiesForm part of Service Design Coordination to ensure requirements are captured and proposed solutions support the Service StrategyIdentify Service innovation opportunities and bring these to life through CMSO and delivery teams, whilst monetizing new Offers or service contractsRepresent the City for formal service handover/acceptance of newly introduced technologiesGuide the customer on Service maturity and future enhancementsLead the Service response for new RFPsProduct
Contribute to product innovation through real-life experiences from the City's use of technologyPropose changes or augmentations to solutions based on customer pain points and challengesContribute to new technology introduction, guiding Product and System Integration teams on potential risks or adverse impacts to servicesRepresent the customer in driving Product and Engineering teams to resolve defects or long-term problemsReview periodic releases, updates and upgrades to mitigate risk to services and systemsOperational Support Systems (OSS)
Define the OSS strategy for the City, taking account of future Product introductions and OSS roadmapsCollaborate with CMSO to design, deploy and configure standardized tools, capabilities and automationsPioneer new approaches to service and configuration management, evolving Configuration Management Database (CMDB) custom classes and discovery capabilities to enhance delivery and the customer experienceAssist the City with validation of other suppliers integration with process, tools and policiesCommercial
Evaluate customer contracts, identifying risks and financial exposure and provide mitigation strategies either through service design augmentation, or contract amendmentsResponsible for Revenue Assurance, validating service consumption and performance and above-contract work to ensure accurate invoicing and paymentReview new contract or RFP terms and conditions and propose amendments more appropriately support both the City and Motorola's service strategiesAssist the City with validating 3rd party supplier contracts, identify risk or suggesting amendments where suppliers will agitate the services or ongoing relationships with the CityPreferred Qualifications and Experience
Bachelor's degree Telecommunication Engineering, Business Information Systems or similar field10 years industry experience in Services (preferably Managed Services), Operations or similar functionGranular understanding of Operational Support Systems across telecommunications, IT and Cloud environmentsDemonstrable experience in Service Design of large complex solutionsAbility to write service delivery architectural design documents or review design documents provided by other stakeholdersComprehensive understanding of Motorola's Product Portfolio, the underlying infrastructures, platforms and interfacesDemonstrable experience in managing large service contracts, with capabilities in mitigating contract risk, remedies or service penaltiesExperience in RFP response writing, creating innovative approaches to solutions and services, reviewing/approving content and delivering effective customer presentationsITIL v3 or V4 foundation certification, or TOGAF experience is importantProven ability to effectively communicate complex ideas, issues, concepts and solutions to customers and executive project stakeholdersExperience 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 essentialMust be able to work independently and demonstrate accountabilityMust possess a strong desire for high customer satisfactionStrong analytical and problem solving skillsMust have ability to work in a mission-critical environment, where customer outcomes are paramountOwn the Service Strategy for City of Chicago, spanning all technologies and servicesLead the local Service Team, creating an optimal organizational structure to support all technologiesIdentify and define the OSS requirements to optimize and improve delivery capabilities, whilst driving innovation into the tools roadmapAct as the Voice of the Customer into Product teamsLead and chair the monthly service performance reviewsGenerate service reports at the desired frequencyConduct revenue assurance activities to ensure maximum revenue recognitionAct as the single point of contact and interface for the customerManaged Incident escalations, engaging necessary resolver groups to effect timely restoration of servicesBasic Requirements
Bachelor's degree Telecommunication Engineering, Business Information Systems or similar field10 years industry experience in Services (preferably Managed Services in the TeleComs Sector managing large contracts) )Travel RequirementsUnder 10%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanYes
Our U.S. Benefits include:
Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand 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 ohr@motorolasolutions.com.