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Department OverviewOperations Manager is responsible for delivering a high level customer service for the New South Wales Public Safety Network (NSW PSN). You must be able to build strong customer facing relationships with managed services customers at an operational and senior management level.
The Operations Manager is accountable and responsible for overseeing the day-to-day functioning of the NSW PSN, ensuring seamless and reliable communication for first responders and meeting Motorola’s service level obligations.
This role is responsible for delivering a high level of customer service in conjunction with our partner, Telstra, and must be able to build strong customer facing relationships at an operational and senior management level.
• 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 Manager will work closely with the Service Delivery Manager and Client Executive, ensuring all responsibilities in managing the network and any required escalations are communicated in a timely manner.
• Stakeholder collaboration:
- Internal - Actively collaborate with cross-functional teams in New South Wales and nationally, including Commercial, Procurement, Engineering, Systems Integration and Operations.
- External – collaboration and management of external customers, sub-contractors and vendors.
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.
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 Motorola Network Operations Control Centre.
- Contribute to 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.
- 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.
- Capacity Management:
- Prepare a resource loading forecast for baseline support obligations and business growth.
- Lifecycle management:
- Planning and implementation of upgrade cycles with the customer and Motorola implementation team.
- Vendor Management of various sub-contractors that are part of the delivery model.
- Information Security management (Accountable)
- Comply with Motorola Quality policies and practices.
- Ensure all elements of the Motorola NSW RACI Matrix are fulfilled across Operational teams.
- Other duties as required, relevant to the Operational Management of the NSW PSN.
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.
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.
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.
