Service Delivery Manager

**Motorola Solutions values your privacy** .A Service Delivery Manager (SDM) provides oversight of the operational health of the customer system, from service delivery through lifecycle support. The SDM ensures and may manage internal & external resources to deliver services and maintain their compliance with customer contractual commitments. * Upgrades & deployments: oversee the dedicated Upgrade and Deployment team (consisting of 4 personnel) responsible for executing software patching, rollbacks, updates, and deployment across all lab and production systems.* Performance monitoring &reporting: direct the KPI Reporting & Analytics team to generate comprehensive system performance reports, Kodiak Analytic reports, and drive test reports to ensure service quality and SLA compliance.* Testing & verification: oversee change management verification, Wave mobile application acceptance testing, and drive testing operations (in coordination with 3rd party vendors).* Knowledge transfer & enablement: manage the Knowledge Transfer lead to facilitate comprehensive user engagement, onboarding, fleet mapping preparation, and continuous training development for the customer.* Cross-functional collaboration: work closely with the Customer Support Manager (CSM), Incident Managers, and supporting functions (like HR, Commercial, and Procurement) to align strategic goals and ensure continuous service improvement.* Take part in the formulation of standard procedures regarding service delivery.* Lead the transition and transformation of project operations to Managed Services.* Ensure that procedures and plans formulated for the customer are in line with the organization’s goals.* Ensure that procedures formulated are fully implemented to achieve service level objectives.* Attend important meetings on behalf of the service delivery team or appoint representatives.* Make recommendations for changes to technology or procedures for the customer.* Prepare periodic reports and present such reports to the customer stakeholders.* Analysis of system performance and facilitate improvement recommendations.* Suggest new strategies to maintain or improve on the quality of service delivery & minimize cost.* Carry out research regularly and attend seminars to learn improved service delivery procedures and processes.* Collect data and information on client satisfaction, inquiry, and complaint.* Plan, manage and execute customer meetings for service delivery reporting and improvements.* He/she will ensure that clients’ satisfaction is always guaranteed and will consistently collate data on customer satisfaction, inquiry and complaint.* Responsible for maintaining a positive relationship with customers.* identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services.* The Service Delivery Manager has responsibility for being the Customer’s advocate within Motorola and being Motorola’s face to the Customer.* Support the customer to best use the features and deliverables of Managed Service.* Performs analysis of issues and problems.* Lead efforts to escalate across internal functional groups to resolve service or client business impacting issues.* Provides support relative to contractual commitments and SLA's.* Educate the members of the service delivery team on new plans and implication on service delivery.* Assess the individual and collective performance of the team members.* Organize and head meetings with the service delivery team.* Responsible for training of service delivery resources.* Reporting.* Diploma or degree in Engineering (Electrical) or related discipline* ITIL v4 certification* High level of understanding of Communication systems and IP Networks* 2+ years experience with planning and transitioning a project to operations and maintenance phase* 5+ years experience managing a service delivery team, ideally focused on operations and maintenance* High-level experience in telecoms or public safety* Excellent communications skills (verbal, written and presentation in **English and Arabic**)* Excellent customer service skills with a focus on Total Customer Satisfaction* Effective consultation and liaison skills* Good planning and time management skills* Ability to prioritise, multi-task and meet deadlines* Excellent theoretical and practical problem-solving skills* Well-developed interpersonal and teamwork skills* Ability to work unsupervised* Technical literacy#J-18808-Ljbffr