Service Delivery Manager - Petaling Jaya, Malaysia - Lenovo

Lenovo

Verified Company

Petaling Jaya, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

General Information:

Req #
WD Career area:

Services

Country/Region:
Malaysia
State:
Selangor
City:
Petaling Jaya
Date:

Tuesday, March 12, 2024

Working time:
Fulltime

Additional Locations:

Malaysia

Selangor
Petaling Jaya

Why Work at Lenovo:

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets.

Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world's largest PC company by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

Description and Requirements:

Lenovo's Digital Workplace Solution_ _The Lenovo Think Portfolio and Managed Solutions Portfolio enable our Digital Workplace Ecosystem. Our robust solutions work together to power productivity, sustainability and an elevated endtoend employee experience_. _Digital Workplace Solutions | Lenovo Tech Today US

You will:

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 endtoend 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 problemsolving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
Develop and deliver postincident reports on all critical support incidents, and adhere to customer support plans and relationships.
Manage Lenovo and Vendor's invoices (invoices and purchase orders)
Control account P&L.
Responsible for verifying cost model content and pricing match the SOW during handover from transition to steadystate.
Manage appropriate internal and external resources to meet set deadlines.

You Bring

A degree in Information Technology or Hardware or any other related discipline.
Ten to Twelve years of relevant experience in managing endend service delivery and account management.
Sound business understanding along with effective leadership skills.
Decisionmaking, contract negotiation and management come along with solution development.
Effective communication and negotiation skills.

Additional Locations:

Malaysia