Company overviewat motorola solutions, we believe that everything starts with safety. Its the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful motorola solutions, were ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that overviewa service delivery manager (sdm) provides oversight of the operational health of msi premier managed services only, 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 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 msis premier managed services customers depending on the size of the system and its complexity. A sdm is expected to have or develop a detailed knowledge of the customers system and their operational descriptionthe 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 for the premier managed part in the formulation of standard procedures regarding service deliverylead the transition and transformation of the customers existing operations to premier servicesensure that procedures and plans formulated for the customer are in line with the organizations goalsensure that procedures formulated are fully implemented to achieve service level objectivesattend important meetings on behalf of the service delivery team or appoint representativesmake recommendations for changes to technology or procedures for the customerprepare periodic reports and present such reports to the customer stakeholdersanalysis of system performance and facilitate improvement recommendations cost and efficiencya common fiscal responsibility of the service delivery manager is to ensure delivery processes are efficient and cost effective. To reduce costs and streamline the process without adversely impacting the client experience, they might eliminate paperwork, unnecessary service steps or non-Value-Added features. For technology service providers, an emphasis should be placed on the efficient delivery of hardware and software new strategies to maintain or improve on the quality of service delivery & minimize costcarry out research regularly and attend seminars to learn improved service delivery procedures and processes. Customer satisfactiona key role for the service delivery manager is to constantly assess customer feedback and make necessary improvements. Managers typically conduct evaluations with customers on the phone, in person, via e-Mail or through postal mail. When scores fall below the preset thresholds, the manager may conduct additional research and take steps to correct deficiencies. For example, some customers might feel like parts of the process are slow or delayed. By identifying and analyzing the issues, the service delivery manager can work on eliminating data and information on client satisfaction, inquiry, and complaintplan, manage and execute customer meetings for service delivery reporting and improvementshe/she will ensure that clients satisfaction is always guaranteed and will consistently collate data on customer satisfaction, inquiry and complaintresponsible for maintaining a positive relationship with customersidentifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of service delivery manager has responsibility for being the customers advocate within motorola and being motorolas face to the customersupport the customer to best use the features and deliverables of premier serviceperforms analysis of issues and problemslead efforts to escalate across internal functional groups to resolve service or client business impacting issuesprovides support relative to contractual commitments and slas managementeducate the members of the service delivery team on new plans and implication on service deliveryassess the individual and collective performance of the team membersorganize and head meetings with the service delivery teamresponsible for training of service delivery resourcesreporting basic requirementseducation: a minimum academic qualification of bachelors degree [or] industry experience can be considered an leadership ability - Needs to be able to lead teams of delivery resources, or project teamsexcellent communication skills - The sdm must be effective at communicating to both msi internal staff but also to customer staff at different levels from technicians to executivesbusiness acumen - The sdm needs to have the ability to identify and progress business opportunitiesprocess improvements - The sdm needs to be able to identify ways of improving the delivery processes based on performance, customer experience and profitabilitytechnology knowledge - Knowledge about the technology used to deliver the service. General telecommunications and ip technology experience is also requiredproficient in word processing, presentation and spreadsheet applicationsdesireditil foundationsix sigma fonte: talent_dynamic-Ppcárea: outros / outros empregos conhecimentos: basicaccessprogress.
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