Service Delivery Manager

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Requirements:

• 5+ years of technical experience in one of the following: LMR, RF Systems, Radio Frequency, Radio Communications, Wired/Wireless Communication Systems, Networking Equipment, IT, IT Systems, Telecommunications, Public Safety, Engineering, Networking equipment or Military experience
• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contracts.
• Legal authorization to work in the U.S. indefinitely is required.
• Employer work permit sponsorship is not available for this position.

Responsibilities:

• Manage and lead day to day activities in meeting MSI’s contractual commitments documented in the Maintenance Agreements with the customer
• Manage and lead our relationship with the local service partner
• Manage and lead our relationship with the customer
• Ensure that customer satisfaction goals are met both internally and with the customer
• Procure and coordinate any internal resources that maybe needed
• Insures compliance with response/restoration time commitment
• Remotely diagnose system failure and facilitate call management as applicable
• Manage Emergency Service efforts and escalation procedures
• Maintain accurate records and service history statistics
• Review service information and quality reports generated by system service database
• Monitor and report system availability metrics to the customer on a monthly basis
• Communicate user issues as they occur
• Coordinate on-going continuous improvement efforts for the system
• Coordinate efforts to develop new metrics for measurements
• Monitor PSB/SRN and SER Upgrade Bulletins and communicate to Customer/Managed & Support Services or Field Service Organization
• Prepare briefings for Customers, Service Partner or Motorola Management as required
• Work with Customer and Motorola Sales Account Executive to formulate future communications requirements
• Work with Customer, Service Partner, Motorola System Engineers, and third party contractors to review design recommendations for upgrades, additions, modifications, and/or improvements to radio communications system to insure compatibility
• Work with Motorola Account Executive to identify new sales opportunities