Sr Service Readiness Engineer

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

The Service Readiness team’s role is to align the Centralized and Field Operation teams' activities with new or updated Service offers, Product launches, or Platform Releases and ensure general service preparedness. This team is tasked with the development of service enabling documentation (Service Offer Delivery Packages including Service Support Plans, Workflows, Work Instructions as well as Battlecards containing a high-level offer description, supporting material, maintain Service Catalog, and contact names), develop and run validation tests, create and (sometimes) deliver service training, and ensure Service Operations personnel are ready to provide these services. Our team's Global focus emphasizes the drive for using standard processes and tools across all regions while still accounting for specific regional policies and regulations to ensure services are fit for delivery.
Job Description

Service Transition Specialist will form part of a multi-disciplined Service Transition and Service Readiness team supporting the launch and implementation of complex mission-critical customer operational services and systems from thought and theory to delivery and long-term field support. The systems may be used directly by our customers or Motorola staff to deliver Managed and Lifecycle Services to our customers. The Service Transition Architect will be involved in the architectural reviews, requirements gathering, development, transition, and the continuous improvement of the service offerings and projects. 

Responsibilities include:

• Collaborate with various teams, including Product Development/Engineering/Service Design, in delivering the solutions, roadmap, and vision.

• Consult Product teams on service impacts and associated requirements in relation to new subscription and cloud-based offerings

• Architect Service Offers in conjunction with Service Design and Product teams, providing cost estimates for affected centralized service delivery teams.

• Effectively represent all MSI Service teams in New Service/Product launch activities.

• Develop, launch, and implement a trusted framework for effective and efficient new solutions (Services, Tools, and Applications) introductions into the Central and Field Service Organizations, spanning the entire lifecycle from service strategy through service operation

• Identify Services that to be included in the Service Catalog.

• Define, analyze and validate delivery requirements with key stakeholders for all latest tools and services to be delivered in the organization

• Update, maintain, publish and promote the Service Catalog Offerings and assist in communication and promotion of the Service Offering.

• Establish and negotiate internal operating agreements between multiple cross-functional teams across all MSI portfolios

• Define acceptance criteria for services from operational, release, and service readiness perspective 

• Identify and manage all service-related risks and issues to new and existing services throughout the service lifecycle, ensuring a consistent and seamless service transition approach.

• Ensuring all service delivery teams globally are aware, prepared, and capable of supporting any new services.

• Ensuring project teams and projects understand all service management requirements are delivered timely to the agreed product output at each milestone.

• Facilitate release management of solution through technical reviews and requirements lockdown.

• Ensure that solutions are fit for purpose and transitioned into Operations live environment effectively.

• Liaise and collaborate with project and program teams to ensure the correct process and governance is followed

• Be an advocate of ITIL best practice processes within the business.

• Ensure policies and processes are developed and documented within MSI specified guidelines and under the globally recognized framework and methodology (e.g., ITIL Service Management)

• Be prepared and able to multi-task vertically across the organization and through virtual teams.

• Provide assistance, direction, and clarity to senior management on a strategic deliverable, projects, and plans

The following skills are considered essential:

• Strong understanding of both business and delivery process, including process creation, collaboration, and improvement

• Strong understanding of both on-premises and cloud-based solutions and services

• Strong understanding of project management methodologies

• Be able to manage and influence diverse and challenging stakeholders. 

• Good communication skills and confidence to present solutions to the senior leadership team and potential customers

  
  

The following skills are considered highly desirable:

• Experience with MSI service delivery tools and processes, including ERP/CRM systems

• Good understanding of Radio Systems, Command Center, 9.1.1, and Video solutions

• Knowledge of IT Service Management including ITIL framework and service management tools (e.g., BMC Remedy, ServiceNow, Service Manager)

• Service Delivery Operations experience is a plus

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Requirements:

• Bachelor’s Degree in Information Technology or a related field required.

• Conceptual knowledge of IT operations including NOC, Help Desk, Data Center, Network, and End User

• Knowledge of Remedy or ServiceNow a plus

• Strong leadership skills with the ability to motivate a dynamic and creative team to detailed project timelines

• Excellent communicator with proven ability to convey complex ideas and data in written, presentation, and spoken formats to a variety of audiences, including executive management

• Detail-oriented team player and strong team management skills

• Ability to thrive in a fast-paced, high growth environment and work collaboratively with colleagues and staff

• Ability to navigate regional aspects of requirements and regulations to drive towards a global solution for Service Delivery

• Experience with Service Catalog Management in a corporate setting globally is a plus.

• Public Safety and Independent Consulting experience a plus!

Additional requirements:

• Must be able to pass a criminal background check

• Must be prompt and reliable

• Must possess integrity and honesty

• Must possess a high degree of patience and empathy for others

• Must be flexible

• Must be Authorized to work in the US for any employer

Basic Requirements

• Minimum of a Bachelors Degree and 5+ years of experience

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 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 and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.