Service Delivery Manager

4 weeks ago

Bengaluru, Karnataka, India Lenovo Full time

Job Summary

This role will have a significant impact on Lenovo's business, both internally and externally. The successful candidate will be responsible for working against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure overall contract profitability. The goal is to increase efficiency and effectiveness, leading to higher customer satisfaction.

Key Responsibilities

  • Lead complex service delivery processes, develop creative solutions 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 customer life-cycle. 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

Managed Services

  • Possesses strong working knowledge of General PC HW break-fix with comprehensive SLA Management.
  • Possesses 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.

Device as a Service

  • Strong experience in similar positions 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 Mgmnt.
  • Financial Mgmnt.
  • Transition Mgmnt.
  • Technology & Innovation.

And the associated key competencies for the SC role:-

  • Client Experience.
  • Order Management.
  • Account Administration.
  • Productivity Improvement.

Additional Locations

* India - Karnātaka - Bangalore

* India - Karnātaka - BANGALORE

* India

* India - Karnātaka

* India - Karnātaka - Bangalore

* India - Karnātaka - BANGALORE

NOTICE FOR PUBLIC

At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection, and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative. Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment. Kindly verify job offers through the official or contact Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.

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