Lenovo

■Overview of Position & Key Objectives:

Lenovo has increasingly answered the customer needs to provide more customized and value-added services in support of commercial enterprises. As such Lenovo has continued a substantial multi-year investment to build out a capability and eco-system by launching successful services including Premier Support, Managed Services and Device as a Services (DaaS) through-out the globe. More specifically, Lenovo is seeking a Director of Advanced Services Delivery –  Japan to continue to build, mature, scale and lead the JAPAN Advanced Services Delivery organization, so as to provide excellent support for Lenovo’s commercial customers using Premier Support, Managed Services, Deployment Services, DaaS, Configuration and Cloud based remote provisioning Services. As well as Truscale/IaaS and Hybrid Cloud

■Link to Lenovo Strategy:

• Many customers are looking to make management of their PC fleet as easy and cost-effective as possible. Increasingly, CIO’s are also pursuing purchasing End User Device models that meet financial goals through the increased use of DaaS models. To continue to grow end user device market share and serve these growing needs, Lenovo has launched several news Services that address this changing landscape in the end user device market. This position will manage the delivery of those services across Japan

■Major Responsibilities

• Continue to develop the delivery strategy, plan and implement initiatives to make Japan Lenovo Advanced Delivery Services a ‘best in class’ within the AP Services IT industry and a key differentiator to choose Lenovo Services
• Have full investment and cost responsibility and authority for the Japan Advanced Services Delivery organization 
• Grow & evolve the portfolio of Services Delivery offerings.
• Drive the Advanced Services Delivery operational excellence to improve service delivery quality and cost-effectiveness in Premier support and value added services.
• Build up a winning and customer centric team culture.
• Be accountable for the overall performance of the AP Advanced Services Delivery unit.

■The key measure of success will be the attainment of:

• Delivery KPIs, including service cost management, profit contribution impact, capacity and staff utilization, warranty costs and customer experience.
• Key milestones, on time and within budget, for the build-up and roll out of new Services offerings and organization change.
• New Managed Accts that move to ‘Assumption of Service’ gate on time and on cost
• Transformational Leadership.
• Collaboration with other regions and geos where managed services/DaaS delivery may span across international borders.
• Management, good communication and good governance of Service Suppliers/vendors to Lenovo Services.
• Employee Satisfaction and Employee Engagement 
• Ensure that customised offerings in support of Managed Service/DaaS solutions are fit for purpose, in governance and deliverable before being offered to customers and or account teams/Sales makers.

• Deeply understands in-house and services partner capabilities

■Key Performance Indicators/Metrics:

• GP%
• CX
• Premier Support Operational KPI’s
• Total Contract Value
• Employee Experience Survey
• Scaling the operation to meet demand

■Team Involvement:

• Services Sales
• Services Solution Architects
• Service Delivery team
• Procurement
• Talent Acquisition
• GM, Sales, Finance, Legal, Marketing leaders & teams within region

◇Requirements◇

■Previous General Experience & Skills:

• IT Services Leadership
• Managed Services Provider
• Professional Services Leadership
• End User Device Support & Services

■Mandatory Competencies:

• Communication skills – ability to recognise challenges, and communicate quickly and effectively.
• Great relationship building skills.
• Excellent organisational skills must be a self-starter who has experience in managing multiple initiatives simultaneously, passion for start-up like environment.
• Ability to build effective virtual teams and drive results via others in a complex cross-functional organisation
• Superior knowledge of PC technology, keen focus on market trends and customer needs with exceptional analytical skills & financial acumen.
• Commitment and ownership of role.
• Critical thinker (solve for the right problem).

• Proven ability to build turn disorder into highly repeatable processes
• Can work Independently
• Japanese Language – Native
• English Language - Business

■Qualifications/Education:

• Master or Bachelor in Business; Information Technology

■Style of Person who would fit into Team:

• Self-starter
• Fantastic sense of Services business commercials.
• Well-networked with good communications skills