Operations Manager - SA

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re 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 that’s 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 Motorola’s 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:
• Internal - Actively collaborate with cross-functional teams in South Australia 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.

Leadership & Approach (Accountable and Responsible):

• Lead and manage cross-functional teams of network engineers, technicians, and support staff, ensuring they are fully trained and able to respond to any network issues promptly.
• Build and maintain cohesive, enthusiastic and high performing teams.
• Coaching, mentoring and building capability within your team.
• Foster a culture of safety and continuous improvement, identifying opportunities for process enhancements.
• Comply with Motorola Quality Policies and practices and ensure all operations personnel are in compliance.
• Continuous Improvement:
• Ensure Lessons learnt are captured and fed into common repositories:
• Incident PIRs
• Vendor Management
• Service Improvement
• Innovation Management:
• Ensure Operational Teams are participating in Innovation forums
• Performance management and utilisation - ensure all operations teams are delivering all requirements as per agreed Duty Statements and agreed performance metrics. Communicate all gaps with employees and escalate where required.
  
  

General Management Practices ITIL 4:

• Relationship Management (Responsible):
• Provide customers a single point of local contact for operational issues 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.
• Knowledge Management (Accountable):
• Oversee and maintain the operational processes and disciplines needed to serve the Customer effectively.
• Organisational change management (Responsible).
• Information Security management (Accountable).
• Measurement and Reporting – External (Responsible):
• Ensure operational data is accurate and reviewed prior to report preparation.
• Measurement and Reporting – Internal (Accountable):
• Availability – KPI / SLA
• Capacity management - prepare a resource loading forecast for baseline support obligations and business growth.
• Service performance - prepare reports to monitor attainment to contractual baseline service levels.
• Supplier/Vendor/Sub-contractor management (Responsible):
• Maintain performance metrics for all third parties, including:
• Reporting
• Risk management
• Issue Management
• SLA management where applicable
• Continuous improvement.
• Lifecycle Management (Accountable):
• Planning and implementation of upgrade cycles with the customer and Motorola implementation team.
• Operational Risk Management (Accountable):
• Identify risks and issues that can apply to each maintenance agreement obligations and escalate to management when needed
• Ensure all risk information is maintained in both internal and customer facing risk registers.
• Scope Management (Responsible): 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
• Escalation Management: manage escalation of issues, internally and externally, to ensure effective customer service.
  
  

Service Management Practices ITIL 4:

• Availability Management (Accountable):
• Ensure the network is managed and maintained to deliver contractual availability obligations
• Capacity and Performance Management (Accountable):
• Ensure ongoing monitoring of network capacity requirements.
• Change management, Incident Management and Problem Management (Accountable):
• Ensure that the operational teams carry out Change, Incident and Problem management utilising a disciplined approach.
• Ensure that staff are adequately trained in Change, Incident and Problem management.
• Monitoring and Event Management (Accountable)
• Service Level Management (Accountable)
• Asset Management (Responsible):
• Ensure compliance to Asset Management Policy and procedures.
• Ensure adequate spares are managed and maintained, in accordance with contractual requirements.
• Service Continuity Management (Accountable):
• Ensure Business Continuity Plan (BCP) is maintained for currency.
• Ensure Network Support Plan is maintained for currency
• Service Validation and Testing (Accountable).
• Service Desk NOCC (Accountable):
• Ensure all service requests are managed in accordance with contractual obligations.
• Service Transition (Accountable):
• 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.
• Transition of projects to operations handover. Definition and development of all operational supporting requirements and documentation for the introduction of new customers and services.
  

Technical Management Practices ITIL 4:

• Deployment Management (Accountable).
• Infrastructure and Platform Management (Accountable).
• Software Development and Management (Accountable).
  
  

Other:

• Ensure all elements of the Motorola SA RACI Matrix are fulfilled across Operational teams.
• Other duties as required, relevant to the Operational Management of the SAGRN.
  
  

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 Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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.