Service Delivery Manager - Northern VA

Job Description

As the Service Delivery Manager, you will serve as the primary onsite point of contact and communications consultant for our federal customer. You are the face of Motorola Solutions, ensuring seamless service delivery, contract compliance, and superior customer satisfaction.

• Act as the single point of contact and primary liaison for internal and external stakeholders.
• Manage the services scope as defined by the contract, ensuring all Terms and Conditions (warranty/maintenance) are met.
• Oversee subcontractor deliverables to ensure adherence to agreed‑upon scope and outcomes.
• Ensure customers understand their obligations regarding service deliverables.

• Ensure strict compliance with Service Level Agreements (SLAs), specifically response and restoration time commitments.
• Coordinate all service activities, including Inventory, Configuration, Site, and User Support services.
• Engage in case management and manage the escalation process to resolve high‑priority issues.
• Diagnose system failures and facilitate call management as required.

• Provide timely and accurate reporting as mandated by the Services Contract.
• Identify and manage product quality issues.
• Collaborate with System Administration, Vendor Management, and System Planning services to maintain peak operational health.

• MSI Portfolio: Deep experience with Motorola Solutions technology, specifically WAVE and ASTRO P25 LMR Systems (including LTR and radio systems).
• Communications: Strong knowledge of Radio Frequency (RF) rules, mission‑critical communication systems, and their customer applications.
• IT Networking: Proficient in IP networking technology, WLAN, LAN/WAN troubleshooting, and VoIP applications.
• Infrastructure: Hands‑on experience with Windows Domain architecture, Active Directory, Linux/UNIX, and server hardware (Dell/HP).

• 3+ years of experience as an Electronics/Field Technician, Customer Support, or IT Support professional.
• Proven ability to install, configure, and troubleshoot Windows Operating Systems and third‑party integrations.
• Working knowledge of Analog and Digital Telephony.
• Proficiency in MS Office (Excel), Google Apps, and a quick‑study mentality for new internal tools.

• Strategic Thinker: Ability to solve day‑to‑day challenges across internal support organizations and third‑party vendors.
• Communicator: Excellent interpersonal, negotiation, and presentation skills (written and verbal).
• Collaborator: A proactive team player who can navigate complex organizations to solve customer problems.

• Experience with VMware virtualization suites and Cloud Technologies.
• Knowledge of Computer Telephony Integration (CTI) applications.
• Experience with Database administration (MySQL or SQL Server).
• Familiarity with firewalls and security‑related applications.

• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
• Must have a TS clearance and maintain it as this U.S. Government requirement.

Target Base Salary Range: $85,000 - $130,000 USD

• Incentive Bonus Plans
• Medical, Dental, Vision Benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

Under 10%

None

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.