Services Delivery Manager - Montgomery County, MD

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 Overview

Job Description

• This position at Montgomery County, MD is a self-maintained public safety customer with a dedicated staff of technicians. 
• The Motorola Solutions Services Delivery Manager acts as the County’s advocate and a member of the County’s Radio System technical team.
• The Services Delivery Manager must ensure that all services contracted by the County through Motorola Solutions, be they delivered by Motorola employees, third party suppliers or sub-contractors, are delivered with the highest levels of quality, integrity and professionalism.
• The Services Delivery Manager can also recommend the procuring and managing of any services that may be requested by the County in connection to the Public Safety Radio System.
• The Services Delivery Manager must also oversee routine services delivery, system upgrades, and preventive maintenance performed on the radio system components and equipment per our contractual agreement, while reporting all findings to the County’s Radio System Manager.
• The Services Delivery Manager must provide the County’s Radio System Manager with network performance metrics outlining parameters such as system uptime, system loading, and general performance criteria, which characterize the overall health of the network.

Additional Services Delivery Manager Roles and Responsibilities, which must be provided to the County:

• 100% dedicated to Montgomery County, MD
• Available onsite during Radio Communication Services business hours (typically, 0730 – 1600 Monday – Friday) with consideration of Motorola activities
• Database and system documentation management
• Assist the County Radio System Manager and by extension county Radio System staff, in driving contractually delivered supported services in the cases of system emergency repair efforts, support, escalation efforts, root cause analysis, and after-action reports
• Recommend all radio system training content and materials as required by new applications and technologies that have been procured by the county with Motorola Solutions.
• Consult and support the County in development and implementation of Standard Operating Procedures for the optimal utilization of the ASTRO 25 System
• Ensure accurate maintenance records and service history of the Astro 25 Radio system hardware, software, and supported services.
• Provide Monthly System Reports which include system availability (time and percentages), Talkgroup usage (seconds/minutes, PTTs, IDs, and percentages), other reporting as necessary to ensure the Radio System Manager has a complete view of the Astro 25 system health. These reports may come from the Astro 25 system, Motorola Solutions created reports, or the Genesis application.
• Provide to the Radio System Manager any product updates, news bulletins, maintenance updates, technical notifications, field service bulletins, or other Motorola Solutions information pertinent to the County’s radio system.
• Evaluate all available system software/hardware upgrades and make recommendations to the County
• Conduct regular meetings with the County designated representatives and/or user groups to review system and service support performance and address technology and/or operations issues that surface
• Identify and provide the Radio System Manager with any ongoing training needs or opportunities.
• On behalf of the County Radio System Manager, oversee the implementation of all system upgrades performed by Motorola Solutions to ensure total continuity and minimal system impact.
• Ensure County Radio Communications staff have current contact lists for Motorola Solutions support to include phone numbers, email addresses, and escalation processes.
• Consistent with existing contract terms, any other duties as reasonably assigned and agreed upon by the Radio System Manager and the Motorola Services Delivery

Additional Candidate Requirements

• Knowledge of RF or IP Networks is required.
• Strong working knowledge of Motorola Solutions radio systems and their applications by customers.
• Must possess excellent interpersonal, negotiation, presentation, and communications skills, both orally and written.
• Ability to lead a team while aggressively working across Motorola Solutions organizations to proactively solve customer problems.
• Relationship Management
• Contract Renewals
• Proposal generation
• Accurate Forecasting and P&L Performance
• Astro25 IV&D M Core, GTR8000 experience
• MCC7xxx Dispatch Console experience.
• KMF Client and CPS along with subscriber product experience (consoles/consolettes, mobiles, portables, and desk sets).
• UEM and GenWatch experience.
• Aviat or similar microwave experience.
• Understanding of Simulcast Radio Systems.
• Able to participate in county meetings as a Technical resource for Motorola Solutions Astro25 systems.
• Experienced with Motorola Solutions P25 800 MHz.

Basic Requirements

• 3+ years experience with one of the following: LMR, RF Systems, Radio Communications, Radio Frequency,  Motorola equipment, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering, Networking Equipment, IP Networking, Solutions Architecture, ASTRO 25, P25, WAVE VoIP, Public Safety or Military experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

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. 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.