NOC Manager in UNITED KINGDOM

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

This role will work within the UK Managed Services (UKMS) Operations Centre, specifically within the Network Operations Centre (NOC). The NOC is responsible for providing exceptional customer service through the early identification and rectification of customer and network incidents across the UKMS products and services we support, which includes, but not limited to the Airwave network, Guardian Public Safety Solution, Pronto mobile application, body worn video and in car video.

These products are mission critical solutions delivered to blue light and public safety organisations. It is therefore critical that any loss of service is rectified quickly to ensure the safety and welfare of the public and our customers.

The NOC is responsible for monitoring alarms and alerts via the network management tools and the initial handling of customer, supplier, engineering and change management calls, providing first time fix where possible and handing off to appropriate resolver groups where this is not possible.

The accurate logging of incidents and service requests with the correct information, severity and impact is critical to ensure service is restored within SLA, which results in customer satisfaction and minimises the risk of service credits to the organisation.

The service management processes delivered / supported by the UKMS NOC in order to ensure the identification, recording, progression and resolution of issues are event management, incident management, major incident management, service request management, change management and problem management.

Job Description

Scope of Responsibilities / Expectations:

• Responsibility for performance of own team but also in the performance of the overall NOC as part of the wider NOC Management team.
• Process ownership and accurate application of service management processes.
• Resourcing and recruitment.
• Cover for Head of Network Operations Centre as required.
• There is direct budgetary responsibility in this role.
  
  

Key Responsibilities and Accountabilities:

• Accountable for ownership and ensuring adherence in the management of the required UKMS Service Operations Processes (incident management & service request).
• Process Manager for Event Management. Adhering to the Airwave Process Maturity Model and requirements of the IS020000 standard.
• Leading, coaching and developing a direct team of managers and individual contributors, including responsibility for health, safety and welfare of the wider team.
• Accountable for the availability, resource demands and rota of the NOC team.
• Ownership of the associated UKMS services in line with contractual performance and service levels.
• Ensuring the NOC team takes a hands-on role in the delivery of service, liaising directly to handle customer issues/escalations.
• Accountable for case notes and data quality to high standards of accuracy within the team.
• Liaise with internal stakeholders, third parties and customer representatives as required.
• Identify and drive targeted continuous improvement plans.
• Carry out and promote active interworking and co-ordination with other Motorola teams, including first line of escalation for queries, requests and feedback from CSM’s.
• Work with other managers in supporting subject matter experts.
• Maintain and action agreed continuous service improvement plans or projects ensuring these are owned, tracked, reported and delivered as required.
• Liaise with the Service Design and Readiness team as required to support the introduction of new products, services or customers into the NOC.
• Accountable for the Emergency Response Vehicle (ERV) service capability ensuring that this service is primed for execution.
• Ownership of all Customer Complaints into the NOC and communication with the appropriate National Contract Manager (NCM).
  
  

Basic Requirements

• Educated to ‘A’ level standard, or 2 years’ relevant experience within a NOC / Service Desk / Contact Centre environment or analytical role
• Experience of leading a team within a complex, multi-channel and multi service environment.
• Proven track record in leading a team to deliver excellent customer service.
• ITIL v4 Foundation Qualification would be desirable.
• Understanding of contact centre systems including routing of multiple incoming demand channels (telephony, email, service management system, webchat), using data analytics to identify demand.
• Experience in service management technologies (Remedy and/or ServiceNow are desirable).
• Knowledge of service management processes e.g. Incident, Service Request, Event, Problem, Knowledge, Continual Service Improvement.
• Experience of Public Safety Communication technology and services is desirable.
• Proven ability in communication, both written, verbal and presentational across all organisational levels.
• Advanced knowledge of utilising Google and/or Microsoft suites is desirable.
• Core Competencies
• Customer relationship management.
• Ability to build and sustain effective relationships across customers, suppliers and internal stakeholders is essential.
• Ability to provide operational leadership across virtual teams.
• Operational service management.
• Negotiating and influencing skills.
• Presentation skills.
• Organised and able to prioritise for self and others.
• Customer service skills and focus.
• Communication skills: Verbal, Written, Listening and Questioning.
• Problem solving and fact-finding skills.
• Decision making.
• All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements
  
  

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Company

Airwave Solutions Limited

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.