Emea Services Director of Support Operations

hace 3 semanas


Madrid, Madrid, España Motorola Solutions A tiempo completo

Job Overview

Motorola Solutions is seeking an experienced and skilled EMEA Services Support Manager to lead our remote team across the region. As part of our International Business Operations Organisation, you will be responsible for managing the EMEA team, aligning processes, leveraging knowledge, supporting International Initiatives, and continuous improvement to support our internal stakeholders.

Responsibilities

  1. Manage and lead a team across the entire Europe and Middle East Africa regions.
  2. Goal planning, follow-up, and performance reviews.
  3. Support the team and remove roadblocks.
  4. Develop the team and hire new employees or replacements.
  5. Ensure processes are documented and updated regularly.
  6. Organize events and meetings.
  7. Ensure internal CSM-related country assignment sheets are updated.
  8. Organize monthly meetings for the Customer Support Manager to ensure knowledge-sharing and communication for CSMs and regional leads.
  9. Create BatChat communities, distribute newsletters, and end of support bulletins for internal communication.
  10. Responsible for creation, maintenance, and reporting of OTL Projects and timesheet reports to ensure correct cost and time allocation within own and other departments.
  11. Ensure that orders (internal, external, and 3rd Party) are placed correctly and delivered on time, invoicing happens correctly and timely, and repairs occur according to existing service contracts promptly.
  12. Ensure team capability and availability to meet KPIs for United Nations Orders & Deliveries.
  13. Develop continuous improvement reporting and identify and implement areas for improvement.
  14. Ensure onboarding training is allocated to new staff within the SST team and CSM community.
  15. Work with the broader Business Operations team on new initiatives and goals for the benefit of the International Services team.
  16. Lead VTS service manager, ensuring billing, invoicing, and repairs support for the WFP and fulfilling end customer and supplier contractual requirements related to the project.

Requirements

  • Education: University degree in Economics, Finance or Administration.
  • Experience: Extensive experience in a supporting role to a project delivery environment for a service provider or the corporate sector (5+ years experience).
  • Skills: Demonstrable in-depth expertise with fluent English, ability to lead a remote team with intercultural experience, hands-on and can-do mentality, ability to collaborate efficiently with many different departments and stakeholders, service and result-oriented, putting 'customer first'. Proficient in MS Office product suite and Google Suite.

Salary

We offer a competitive salary of €80,000 - €120,000 per annum, depending on experience, plus benefits including health insurance, pension scheme, and relocation assistance.


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