Service Delivery Manager at Lenovo

Job description

Position Description

This position is part of the Lenovo’s Middle East, Turkey and Africa Services Organisation. The role is the country/sub-Region’s field service delivery leader for the development, production and accuracy of field service performance metrics (daily, weekly, monthly, and quarterly). The field service performance metrics drive internal teams and field supplier(s) to produce requirements necessary to plan, develop, manage and support Lenovo’s on-site and customer carry-in warranty services. Along with the metrics production, this professional will assist with the successful execution of tactical and strategic activities associated with Service management.

Responsibilities

• Manage Service Provider/s operational and financial performance.
• Drive performance improvements - metrics include On Time Response, TAT, Repeat repair, Parts per incident and CSat.
• Responsible for Service Provider management through:
• Performing weekly/monthly/quarterly reviews (focus on CSat, cost efficiency etc.)
• Drive end-2-end service delivery management through our Service Partners
• Participate in regular Operations and Quality Performance audits.
• Escalate and help resolve any issues regarding parts shortage, registration issues, web performance, IT system performance, technical support and training to global and geo function teams.
• Responsible for critical issue handling of territory and sub region.
• Responsible for product sales support through providing high quality service, design and manage service coverage expansion.
• Responsible for driving key stakeholders around Services Sales opportunities
• Gather & apply industry best practices and benchmarks so as to apply "best-in-class" process models and target performance metrics.

Position Requirements

• 8-10 years of field service delivery and management experience in mobile/computer technology companies.
• Bachelor’s Degree or equivalent
• Experience with vendor management;
• Strong data analysis
• Strong task execution & problem solving
• Strong negotiation and influencing skills required
• Strong experience handling customer special cases.
• Good understanding of typical Services and Warranty legal terms and conditions of specific region.
• Able to fully understand business finance and KPI measurements.
• Fluent in English (verbal and written). French or Portuguese would be an added advantage
• Solid technical knowledge