Service Delivery Manager

3 weeks ago

Bengaluru, Karnataka, India Lenovo Full time

Position Overview:

This role will have a significant impact on Lenovo's business, both internally and externally.

The successful candidate will be responsible for working against SLA & KPI agreements and contract profitability, with the overall goal of increasing efficiency and effectiveness of the contract, thereby increasing customer satisfaction.

Strong business understanding and effective leadership skills are required, along with decision-making, contract negotiation, and management capabilities.

The ideal candidate will be an effective communicator and negotiator, able to lead the team and take direction effectively. Strong ethical standards and a strong work ethic are essential.

Key Responsibilities:

  • Lead complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively.
  • Maximize the value of the customer's investment in Lenovo products and services throughout the end-to-end customer lifecycle.
  • Manage customer escalations and act as the customer's advocate.
  • Ensure effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers.
  • Compile, analyze, and interpret statistical data and trends relating to service level and operational effectiveness.
  • Act as a single point of contact for customer escalations and own the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation, and analysis of product problems.
  • Develop and deliver post-incident reports on all critical support incidents, adhere to customer support plans and relationships.
  • Manage Lenovo and Vendor's invoices (invoices and purchase orders).
  • Control account P&L.
  • Manage appropriate internal and external resources to meet set deadlines.

Requirements:

  • Strong working knowledge of General PC HW break-fix with comprehensive SLA Management.
  • Strong working knowledge about Software Break-fix (PC- Incident Management).
  • Sound Service Delivery Knowledge about Image Management – E2E.
  • Sound Service Delivery of Security Patch Management – SLA Driven, Roll out Groups, Pilot Testing of Patch Management etc.
  • Sound Service Delivery knowledge of Application Packaging/ Custom application packaging/ Application packaging automation.
  • Sound Service Delivery knowledge of Software Distribution.
  • Strong experience in similar position within IT Services.
  • Experience in As a Service solution incl. calculation and billing is good to be shown.
  • Sound understanding of Accounts Receivable and Accounts Payable concepts.
  • Good understanding of Logistics function.
  • Good understanding of PC Supply Chain.
  • Good Exposure to Leasing finance.
  • Ability to influence Senior Leadership/ Customer to get Business objectives accomplished.
  • Good Exposure and understanding of the After Sales Support of the PC Industry.
  • Sound business acumen along with effective decision-making, contract negotiation, and management, solution development.
  • Project management and organizational skills to lead end-to-end solution development.
  • Good communication skills to be able effectively communicate and negotiate.
  • Travel required around 20%.
  • Business Fluent English.

Key Competencies:

  • Client Facing Experience
  • Relevant Services Experience
  • Contract Mgmt
  • Financial Mgmt
  • Transition Mgmt
  • Technology & Innovation

Additional Locations:

  • India - Karnataka - Bangalore
  • India - Karnataka - BANGALORE
  • India
  • India - Karnataka
  • India - Karnataka - Bangalore, India - Karnataka - BANGALORE

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