At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
The role of the Service Readiness team is to align the Centralized and Field Operation teams' activities with new or updated Service offers, Product launches or Platform Releases and ensure general service preparedness. This team is tasked with development of service enabling documentation (Service Offer Delivery Packages including Service Support Plans, Workflows, Work Instructions as well as Battlecards containing a high level offer description, supporting material and contact names), develop and run validation tests, create and (sometimes) deliver service training, and ensure Service Operations personnel are ready to deliver these services. Our team's Global focus emphasizes the drive for using common processes and tools across all regions while still accounting for specific regional policies and regulations to ensure services are fit for delivery.
Service Readiness Architect will form part of multi-disciplined Service Transition and Service Readiness team supporting the launch and implementation of complex mission critical customer operational services and systems from thought and theory through to delivery and long term field support. The systems may be used directly by our customers or used by Motorola staff to deliver Managed and Lifecycle Services to our customers. The Service Readiness Architect will be involved in the architectural reviews, requirements gathering, development, transition and the continuous improvement of the service offerings and projects.
Architect Service Offers in conjunction with Service Design and Offer Management teams, providing cost estimates for affected centralized service delivery teams.
Collaborate with various teams, including Product Development/Engineering/Service Design, in delivering the solutions, roadmap and vision.
Develop, launch, and implement a trusted framework for effective and efficient new solutions (Services, Tools and Applications) introductions into the Central and Field Service Organizations, spanning the entire lifecycle from service strategy through service operation.
Define, analyze and validate delivery requirements with key stakeholders for all new tools and services to be delivered in the organization.
Manage the specified acceptance criteria for service acceptance, operational, release and service readiness review throughout the project life cycle
Identify and manage all service related risks and issues to new and existing services throughout the service lifecycle, ensuring a consistent and seamless approach to service transition.
Ensuring all service delivery teams are aware, prepared and capable of supporting any new services.
Ensuring all service management requirements are understood by project teams and project delivered to the agreed product output at each milestone.
Facilitate release management of solution through technical reviews and requirements lockdown.
Ensure that solutions are fit for purpose and transitioned into Operations live environment effectively
Build strong relationships with Design and business stakeholders to ensure services are delivered to plan.
Liaise and collaborate with project and program teams to ensure the correct process and governance is followed
Be an advocate of ITIL best practice processes within the business.
Ensure policies and processes are developed and documented within MSI specified guidelines and under globally recognized framework and methodology (e.g. ITIL Service Management)
Attend regular team, project and supplier meetings providing input, reports and presentations where necessary and applicable
Be prepared and able to multi-task vertically across the organization and through virtual teams
Provide assistance, direction and clarity to senior management on strategic deliverable, projects and plans
The following skills are considered essential:
Strong understanding of both business and delivery process, including process creation, collaboration, and improvement
Strong understanding of project management methodologies
Be able to manage diverse and challenging stakeholders
Good communication skills and confidence to present solutions to potential customers
The following skills are considered highly desirable:
Experience with MSI service delivery tools and processes
Knowledge of IT Service Management including ITIL framework and service management tools (e.g. BMC Remedy, Smart Client.)
Bachelors Degree and 8+ years of experience
Referral Payment Plan
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.