NYC Systems Manager

Company Overview

At 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 Overview

Motorola Solutions provides frontline personnel, such as firefighters and police officers, with advanced situational awareness tools for critical situations. As a leader in professional mobile communications systems, we leverage our impactful innovations, rich technological history, and significant global presence to demonstrate our expertise. Our primary focus is on delivering mission-critical digital mobile communication systems to government and public safety organizations.

Beyond technology, optimal performance is crucial. For over 95 years, Motorola Solutions has been a trusted global partner for government and enterprises. Our extensive leadership, innovative spirit, and experience in managing and supporting numerous networks in over 100 countries uniquely equip us to handle the challenges of mission-critical operations. We ensure continuity, boost productivity, and mitigate risk, enabling peak performance when every second and reliability are paramount. We are dedicated to meeting both current and future needs.

Job Description

The Service Operations Manager is a critical, high-visibility role responsible for the operational success and customer satisfaction of a demanding, high-touch public safety customer base within New York City. This position serves as the principal bridge between the customer's key points of contracted personnel and the Regional Services Manager, ensuring seamless communication and resolution of complex service issues. A primary function of this role is to own and manage the entire maintenance operation, support needs, and rigorously manage all customer expectations.

Customer Relationship Management and Escalation:

• Act as the primary, senior-level escalation point for all service, maintenance, and support issues for the high-touch public safety customer base in Southeast New York.

• Proactively engage with the customer's points of contact to maintain a robust, trust-based relationship, anticipating needs and mitigating potential service disruptions.

• Translate complex technical and operational issues into clear, actionable communication for both the customer and internal teams.

Operations Ownership and Management:

• Take full ownership of the end-to-end maintenance operation, including resource allocation, service delivery schedules, and adherence to Service Level Agreements (SLAs).

• Oversee the efficient and effective deployment of support resources to meet all operational and strategic service requirements.

• Continuously monitor, analyze, and report on key performance indicators (KPIs) related to service delivery and maintenance, implementing corrective actions as necessary to ensure high standards of performance.

Internal Team Leadership and Reporting:

• The newly appointed Service Operations Manager is a people manager role that will lead a robust team, overseeing their day-to-day activities, performance, and professional development to ensure the highest quality of service execution.

• Provide regular, comprehensive updates to the T2 RSM on the status of customer operations, outstanding escalations, and strategic initiatives.

• This role requires a proactive leader with a deep understanding of service operations, a proven track record in high-stakes customer environments, and the ability to effectively lead a substantial team of technical and operational staff.

Candidate Requirements:

• Travel up to 10% for training and customer support.
• Must have a current, valid driver’s license and no traffic violations
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)
• Must possess excellent interpersonal, negotiation, presentation, and communications skills, both orally and written.
• Must have excellent communications skills and always present a professional image.

#LI-CC1

Target Base Salary Range: $120,000 - $140,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. 

Basic Requirements

• 5+ years of experience in one of the following: LMR, RF Systems, Radio Communications, Radio Frequency,  Motorola equipment, Wired/Wireless Communication Systems, IT Systems, Telecommunications, Public Safety, Engineering, Networking Equipment, IP Networking, Solutions Architecture, ASTRO 25, P25, WAVE VoIP, Radio System Administration & Maintenance, Client & Contract Management, Contractual Compliance, Customer Management or Military experience

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• 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!

EEO Statement

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. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.