Description and Requirements

Overview - Service Delivery Manager owns the entire in-country service delivery chain to ensure best customer experience in all aspects.

Key Responsibilities

. Manage the day-to-day of service operations to facilitate the delivery of superior services to our customers.

. Good understanding of all customer dissatisfaction issues, with the ability to analyze and deep dive the root cause, and constantly seek ways to improve the process or systems to minimize occurrences and enhance good experience.

. Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

. Be the Customer Experience (CX) focal to influence and lean good customer service practices sharing across different service touch points.

. Analyzing third-party as well as internal processes and creating strategies for service delivery optimization, ultimately leading to continuous service improvement.

. Conduct Service Partners Audits ensuring systems, methodologies and procedures are in place and followed, asserting consistent practices and compliance.

. Manage the performance of Service Partners and ensure that Service Levels and scope of work are achieved accordingly.

. Manage overall Service Delivery cost and expense, keeping tight to budget allocated.

. Building strong relationships with teams and stakeholders to establish effective engagement.

. Strong business acumen to identify opportunities for Upsell Advanced Services:

o Knowledge of IT service industry and able to identify potential gaps for Upselling on Advanced Services to customers.

o Knowledge of service partners that can be leveraged to extend Lenovo's range of service capabilities.

o Enablement of service partners to enhance service options.

o Ability to manage business and financial data to manage profitable margin in Upsell Advanced Services.

Qualification and Experience

. Minimum 5-7 years of direct experience, managing IT-related Customer Service Centres / Field Service.

. Minimum 3-5 years of direct experience on Vendor Management.

. Bachelor's degree in Business Administration, Computer Science or Engineering.

. Experience working in MNC environment, interacting with out-country counterpart.

. Excellent interpersonal and communications skills.

. High ability to manage difficult customer issues or escalations.

. Excellent and effective communication skills at all levels - written and verbal.

. Superior customer service skills.

. Able to organize and prioritize in a fast paced, dynamic work environment.