Motorola Solutions
Business Relationship Manager
Motorola Solutions, Chicago, Illinois, United States, 60290
Company OverviewAt 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.
Department OverviewPart of Global Services, initially within the Offer Management Dept.
Job DescriptionThe 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
Lead the Service Strategy for the City, delivering a uniform experience across all technologies.
Responsible for the achievement of all Service Levels and KPIs. Conduct 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.
Manage 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.
Preferred Qualifications and Experience
Bachelor’s degree in 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.
Basic Requirements
Bachelor’s degree in Telecommunication Engineering, Business Information Systems or similar field.
10 years industry experience in Services (preferably Managed Services in the TeleComs Sector managing large contracts).
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
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.
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.
#J-18808-Ljbffr
Department OverviewPart of Global Services, initially within the Offer Management Dept.
Job DescriptionThe 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
Lead the Service Strategy for the City, delivering a uniform experience across all technologies.
Responsible for the achievement of all Service Levels and KPIs. Conduct 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.
Manage 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.
Preferred Qualifications and Experience
Bachelor’s degree in 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.
Basic Requirements
Bachelor’s degree in Telecommunication Engineering, Business Information Systems or similar field.
10 years industry experience in Services (preferably Managed Services in the TeleComs Sector managing large contracts).
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
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.
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.
#J-18808-Ljbffr