Service Delivery Manager

Company OverviewAt 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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.Company OverviewAt 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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.Department OverviewDirectly manage and guide specialized technical leads, including the Incident managers, Support & Operations team, Upgrade & Deployment Lead, KPI Reporting & Analytics Lead, Drive Test Lead, and Knowledge Transfer Lead.Job DescriptionA 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.The SDM establishes standard procedures designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes. The SDM is responsible for customer success as defined by success criteria during the transition phaseA Service Delivery Manager is assigned to one or more of MSI’s customers depending on the size of the system and its complexity. A SDM is expected to have or develop a detailed knowledge of the customer’s system and their operational staff.ResponsibilityThe main role of the Service Delivery Manager is to facilitate customer success by adhering to global service delivery processes related to the customer. The Service Delivery Manager also acts as the main interface between MSI and the customer.The Service Delivery Manager (SDM) is a critical leadership role responsible for overseeing specialized Operations & Maintenance (O&M) and deployment functions for the STC Nationwide Kodiak MCX network. Operating alongside the Customer Service Manager (CSM), the SDM leads dedicated technical teams to ensure seamless application upgrades, rigorous performance tracking, and effective knowledge transfer to support the mission-critical environment.Key ResponsibilitiesUpgrades & 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.Required Operating Environment ContextThe role supports a 24x7x365 support model handling highly complex, mission-critical push-to-talk (MCPTT) applications.The candidate will be subject to local Saudization requirements, which may require specific educational degrees related to the role to be granted a work permit.DeliverablesTake 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.Cost and EfficiencyA common fiscal responsibility of the Service Delivery Manager is to ensure delivery proc