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Department OverviewThe ENR Operations Manager is accountable and responsible for overseeing the day-to-day functioning of the managed services and maintenance agreement customer needs for Enterprise and Energy & Natural Resources sectors. This role is responsible for delivering a high level of customer service which requires building a strong customer facing relationship at an operational and senior management level.
You will be the single point of contact, both internally and externally, and provide oversight of all operational services required to meet and exceed Key Performance Indicators and Service Level Agreements.
The ENR Operations Manager should have experience working in the Energy & Natural Resources sector and possess excellent communication skills, strong business and financial acumen, leadership and driven ownership. This includes ability to identify and qualify a customer issue, and confidently handle with some baseline technical understanding to be able to escalate internally to engineering and senior management, if necessary.
Job Description
The role includes, but is not limited to, the following responsibilities:
Relationship Management and Service Level Management :
Provide customers a single point of local contact for operations and drive customer service and KPI compliance. Supplement the formal call out mechanism of logging support requests via the Asia Pacific System Support Centre (APSSC) or Melbourne Network & Security Operations Centre (NSOC).
Drive regular service reviews and other forums to ensure that operational services and issues are managed successfully.
Own and resolve operational issues, including Incident reports and follow up action items, both internally and externally, including conducting customer briefings.
Analyse data to assess and improve the service quality being provided.
Scope Management:
Manage and maintain operational services scope as per the contracts
Ensure customers understand their obligations in regard to service deliverables.
Ensure Motorola meets obligations in regard to service deliverables and required KPI’s.
Knowledge Management:
Oversee and maintain the operational processes and disciplines needed to serve the Customer effectively.
Escalation Management:
Manage escalation of issues, internally and externally, to ensure effective customer service.
Service Reporting:
Ensure that customers receive appropriate and timely reporting as required by the contracts.
Service Transition :
Transition of projects to operations handover. Definition and development of all operational supporting requirements and documentation for the introduction of new customers and services.
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.
Continual Service Improvement:
Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
Change management, Incident Management and Problem Management (Accountable):
Ensure that the operational teams carry out Change, Incident and Problem management utilising a disciplined approach.
Follow up on root cause issues and drive remediation and mitigation plans.
Ensure that staff are adequately trained in Change, Incident and Problem management.
Risk Management:
Identify risks and issues that can apply to each operational obligation and escalate to management when needed.
Lifecycle management:
Participate as required in the planning and implementation of upgrade cycles with the customer and Motorola project team.
Information Security management
Liaise with the Security Operations Manager to ensure all security obligations are met.
Ensure all elements of the Motorola VIC RACI Matrix are fulfilled across Operational teams.
Other duties as required, relevant to the Operational Management of Non-Government, Energy & Natural Resource customers
Basic Requirements
Essential:
Minimum of (5 years +) of experience in an operational management role within a telecom or network services environment.
Diploma / Tertiary Qualifications in Business Management, Information Technology, Computer Science or equivalent.
Strong understanding of network infrastructure and technologies, including wireless communication, IP networking, and software-defined networking.
Experience in LMR systems, with a strong emphasis on ASTRO P25 technology and public safety communication requirements.
Highly Desirable:
ITIL Foundations 4 framework and principles.
Experience in Digital Radio Communications environment or equivalent (both Trunked and Conventional systems including Simulcast).
Experience in leading customers through systems implementation and driving improvement on high impact mission critical Customer operations.
Experienced in problem solving and consulting capability.
Experience with network monitoring and management tools.
Familiarity with tools, systems, and methodologies relevant to communication industry.
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYes
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.
