• Serve as the primary point of contact for the customer, leading the relationship and ensuring service delivery and compliance with Service Level Agreements (SLAs). • Manage the day-to-day activities required to meet Motorola Solutions' (MSI) contractual commitments outlined in the Maintenance Agreement. • Lead and manage the relationships with both the local service partner and the customer. • Act as the main liaison between the customer and various internal groups (e.g., Systems Support Center, Dispatch Operations, Product Groups, System Engineering, Field Service, etc.), as well as third-party contractors and local service partners. • Manage the delivery and execution of service contracts and the deliverables of subcontractors, ensuring adherence to the agreed-upon scope and outcomes. • Manage and lead Emergency Service efforts and escalation procedures. • Ensure internal and external customer satisfaction goals are met. • Ensure timely response and restoration of service, meeting all compliance requirements for response/restoration time commitments. • Provide customers with appropriate and timely reporting as required by the services contract.