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.
Motorola Solutions is a leading global Public Safety and Government communications technology solutions provider. Through our dedication to customer-
centric innovation and strong partnerships, we have established end-to-end advantages in Public Safety networks, devices, applications and services.
We are committed to creating maximum value for our customers by providing competitive solutions and services.
A new role has arisen within the UK Managed Service Organisation to lead on Service Design for the delivery of the new Emergency Service Network (ESN) and support other UK Motorola Sales and business development opportunities as required.
Reporting directly to the Head of Service Handover, this is a strategic role that will directly impact decision making. With a number of global acquisitions providing new technology and capability, there is a need to leveraging the experience and knowledge of the Airwave business to deliver an integrated service and support model for the UK.
The role is responsible delivery of key aspects of service design and acting as a subject matter on service management throughout the ESN project lifecycle :
Supporting the development of Service propositions and Service management definitions for key products and services
Definition and negotiation of complex service management SLAs / OLAs / KPIs
Development of service design artefacts and processes
Interface with technical solutions architects to ensure integrated service and technical designs that deliver outstanding service experience to customers
Customer liaison on all aspects of service management
The key responsibilities of Service Architect are as follows :
Support development of service models and support organization structures inc. supply chain arrangements where required
Define and agree service performance indicators and agreements
Process and procedure development and walk through in line with ITIL methodology and best practice
Review technology architecture and low level designs to ensure they deliver service outcomes
Develop service processes and procedures
Define and implement service reporting, cadence and governance structures
Manage operational stakeholders input to service design as appropriate ensuring deliverable high quality services can be provided
Support development of required contractual documentation and support customer interaction by commercial, legal and sales teams
Knowledge, Skills and Experience :
Enthusiasm, drive and energy
Can do approach and desire to achieve high quality outcomes
Attention to detail
Ability to deliver and work well with others under pressure
Sound technological knowledge of Service Management technology (e.g. Netcool, Remedy, Self Service & Reporting tools)
Sound knowledge of ITIL Service Management methodology and processes
At least 7 years previous experience in a products / solutions / service design role
Commercial acumen and ability to identify and manage conflict of interest in a compliant manner
Good communications skills, presentation skills and written English
Team player and excellent stakeholder management skills
Experience in telecoms / IT technology highly desirable
HNC / HND / Degree in science, telecommunications or IT or equivalent preferred
ITIL Service Management Qualifications
PRINCE 2 / Agile certification desirable
Decision Making and Accountability :
Informing significant budgetary and commercial decisions associated with investment in the UK MS network / managed service £5M+
Understanding complex relationships and architecture
Ability to deliver a clear vision for the service design
Accountable for service and subject matter expert for resolution of problems, issues and risks associated with developed Services and Solutions
Close working with highly competent technical and operational colleagues to deliver service to required standards
Close working with business analyst community to generate end to end process design and IT functionality
Required Capabilities / Competencies for this role :
Creativity and Innovation