Service Delivery Manager - Northern VA

3M HEALTHCARE; Virginia (MN); Hybrid; USD 85,000 - 130,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, dental, vision benefits

401(k) with company match

10 paid holidays

Generous paid time off packages

Employee stock purchase plan

Paid parental and family leave

Job summary

Motorola Solutions is seeking a Service Delivery Manager to serve as the primary onsite contact and communications consultant for a federal customer. You will ensure seamless service delivery, contract compliance, and high customer satisfaction.

You will manage service scope, oversee subcontractors, and drive SLA adherence while coordinating all service activities and reporting as required by the contract. A TS clearance is required for this government engagement.

Qualifications

• U.S. citizen with ability to obtain security clearance.
• TS clearance and maintenance as required by government contract.
• 3+ years as Electronics/Field Technician, Customer Support, or IT Support.
• Experience installing, configuring, and troubleshooting Windows OS and 3rd-party integrations.

Responsibilities

• Act as single point of contact and primary liaison for stakeholders.
• Manage services scope per contract and ensure warranty/maintenance terms.
• Oversee subcontractor deliverables and adherence to scope.
• Ensure customers understand obligations for service deliverables.
• Maintain strict SLA compliance including response/restoration times.
• Coordinate all service activities: inventory, configuration, site, user support.
• Engage in case management and escalation processes for high-priority issues.
• Diagnose system failures and facilitate call management as needed.
• Provide timely reporting as mandated by the Services Contract.
• Identify and manage product quality issues.
• Collaborate with system administration, vendor management, and planning teams.

Skills

WAVE & ASTRO P25 systems

RF & mission-critical comms

IP networking & VoIP

Windows/AD/Linux servers

Customer support

Tools

VMware

Cloud technologies

CTI applications

MySQL / SQL Server

Firewalls & security apps

Job description

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.

Responsibilities

• Act as single point of contact and primary liaison for internal and external stakeholders.
• Manage 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.

Technical Skills & Expertise

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

Candidate Qualifications

• 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 3rd‑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.

Professional Attributes

• 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: proactive team player who can navigate complex organizations to solve customer problems.

Preferred Qualifications

• 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.

Candidate Requirements

• 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.
• Legal authorization to work in the U.S. indefinitely is required; employer work permit sponsorship is not available.

Target Base Salary Range

$85,000 – $130,000 USD

Benefits

• Incentive bonus plans
• Medical, dental, vision benefits
• 401(k) with company match
• 10 paid holidays
• Generous paid time off packages
• Employee stock purchase plan
• Paid parental and family leave

Travel Requirements

Under 10%

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 Motorola to be their most authentic self and to do their best work to deliver on the promise of a safer world.

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.