Operations Manager - SA

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. Our critical communications video security and command center technologies support public safety agencies and enterprises alike enabling the coordination thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future.

Department Overview

The Operations Manager position is a leadership role accountable for the management of a team of network engineers technicians and support staff to deliver operational excellence for the South Australian Government Radio Network (SAGRN).

The Operations Manager is accountable and responsible for overseeing the day-to-day functioning of the SAGRN ensuring seamless and reliable communication for first responders and meeting Motorolas service level obligations.

The Operations Manager will report to the General Manager Client Operations.

The Operations Manager will collaborate with the Motorola National Organisational managers for NOCC Ops Eng. and Field Services teams to ensure adequate knowledge training and tools are available.

Primary relationships :

• The Operations will work closely with the Service Delivery Manager and General Manager Client Operations ensuring all responsibilities in managing the network and any required escalations are communicated in a timely manner.

Stakeholder collaboration :

Job Description

Provides tailored technical customer operations support. Develops strategies for implementing operational efficiencies by reviewing work flows procedures and performance. Executes customer operations policies and procedures. Builds and maintains positive effective and mutually beneficial-working alliances with customers. Initiates problem solving action and follows through to resolution. Performs root-case analysis of problems to formulate and recommend improved alternative operations. Leads process improvement initiatives.

Leadership & Approach (Accountable and Responsible) :

Ensure Lessons learnt are captured and fed into common repositories :

Incident PIRs

Ensure Operational Teams are participating in Innovation forums

General Management Practices ITIL 4 :

Provide customers a single point of local contact for operational issues and drive customer service and KPI compliance.

Oversee and maintain the operational processes and disciplines needed to serve the Customer effectively.

Ensure operational data is accurate and reviewed prior to report preparation.

Availability KPI / SLA

Maintain performance metrics for all third parties including :

Reporting

Planning and implementation of upgrade cycles with the customer and Motorola implementation team.

Identify risks and issues that can apply to each maintenance agreement obligations and escalate to management when needed

Ensure customers understand their obligations in regard to service deliverables

Service Management Practices ITIL 4 :

Ensure the network is managed and maintained to deliver contractual availability obligations

Ensure ongoing monitoring of network capacity requirements.

Ensure that the operational teams carry out Change Incident and Problem management utilising a disciplined approach.

Ensure compliance to Asset Management Policy and procedures.

Ensure Business Continuity Plan (BCP) is maintained for currency.

Ensure all service requests are managed in accordance with contractual obligations.

Engage with the Service Provision Team to manage the pipeline of customer activities such as special operations events customer service sign offs and transition activity development.

Technical Management Practices ITIL 4 :

Other :

Basic Requirements

Essential :

Highly Desirable :

Experience with network monitoring and management tools.

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

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 youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.

Required Experience :

Manager

Key Skills

Six Sigma,Lean,Management Experience,Process Improvement,Microsoft Outlook,Analysis Skills,Warehouse Management System,Operations Management,Kaizen,Leadership Experience,Supervising Experience,Retail Management

Employment Type : Full-Time

Experience : years

Vacancy : 1