Lenovo

Lenovo, a member of the Fortune Global 500, is the fastest-growing technology company on the planet, with growth outpacing our competition quarter after quarter. Lenovo Intelligent Device Group is looking for an experienced Service Delivery Manager who challenges the ordinary and seeks to innovate and drive transformation in a growing business.

The candidate will report to the Global Smart Support Services Delivery Senior Manager. This position will actively support Business Development Managers in their service sales opportunities. Achieve effective pre-sales solution support to the enterprise customer requires the candidate to work with cross-functional domain specialists to define customer requirements, and build solutions with P/L, risk mitigation models, and overall solution approach and proposal

Key responsibilities:

• Have both Project Management (60%) and Service Delivery (40%) Responsibilities

• Project Management related Responsibilities :

1) Responsible for working within the framework of standard project management methodology processes, tools, and documentation throughout the project lifecycle as aligned to the PMI Project Management Body of Knowledge (PMBOK).

2) Owns and drives all aspects of project management activity, including collaborating and coordinating across the organization and ensuring:

• Changes that affect the scope, schedule and resources are identified, managed and controlled with an integrated and cohesive plan.
• The scope is defined, approved, managed and controlled; ensuring completed deliverables are accepted by the customer.
• The schedule is developed and managed for on-time delivery.
• Costs are estimated and managed to deliver projects within customer-approved budget while preserving profit margins.
• Resources are assigned and managed effectively and efficiently.
• Risks and issues are proactively identified and managed.

3) Quality outcomes are planned and delivered on the project, meeting all agreed requirements and ensuring high customer satisfaction.

4) Communications with regular cadence meetings are planned and conducted during the project to ensure stakeholders' engagement, expectations are accurately set and managed, and key stakeholders receive adequate communications throughout the project.

5) Manages multiple medium to large projects with varying complexity.

6) May work across other Lenovo Managed Services project groups and also DaaS (Device as a Service) stream and lead multiple project coordinators across these streams.

7) May be responsible for determining and coordinating the sharing of leveraged resources among projects.

8) May be responsible as a subject matter expert specializing in a particular project management or PMO function, such as master scheduling, facilitation, resource management, quality management, or portfolio management.

9) Champions project management standards and overall value internally and externally.

10) A moderate level of engagement will be expected to support the sales of services.

• Service Delivery-Related Responsibilities :

11) Is accountable for balancing cost to service while achieving customer satisfaction with mindfulness on the speed of enabling the service process to be operationalized within the expected timeframe.

12) Maintain teamwork with internal Service functions such as Service Operations, Business Development and other Subject Matter Experts to perform the following:

• Manage all day-to-day Service operations such that all customers delivery are done within respective customer SLA or customer expectation
• Good understanding of all customer dissatisfaction issues and constantly seeking ways to improve the process or systems to minimize dissatisfaction and enhance the good experience. Ability to analyse and deep dive to the root cause of issues.
• Be the Customer Experience (CX) focal to influence and learn good customer service practices sharing across different service touchpoints
• Is the next level Customer Service Escalation point

13) Strong and effective governance on FS Vendor and Supplier management:

• Manages service partners to deliver services according to agreed KPI and scope of work.
• Manage Service Delivery cost and expense, keeping tight to the budget allocated
• Thorough knowledge of the End-to-End Service Delivery process and is able to constantly develop service quality improvement and enhancement plans to improve customer satisfaction and Service operational efficiency.
• Ability to run Service Partners Audits to ensure consistent practices and compliance

Credentials needed:

• Min 5-8 years of direct experience managing  IT-related Customer Service centres / Field Service
• Min 3-5 years direct experience in Vendor Management
• Diploma or Bachelor’s Degree in Business Administration, Computer Science or Engineering
• Experience working in an MNC environment, interacting with out-country counterpart
• In-depth disciplinary knowledge; leverages business acumen and subject matter expertise.
• In-depth knowledge of how Call centre services, Field Service and Part Supply Chain operates and are managed will be essential
• Provides deep Subject Matter Expertise advice on program delivery.
• Thorough understanding and management of customer business needs and expectations.
• Manages projects and program execution.
• Excellent interpersonal and communications skills
• Good spoken and written English is compulsory.
• Ability to manage difficult customer issues or escalation