General Information

Req #
WD00032286
Career area:
Services
Country/Region:
Malaysia
State:
Selangor
City:
Selangor Darul Ehsan
Date:
Tuesday, June 14, 2022
Working time:
Full-time
Additional Locations: 
* Selangor Darul Ehsan - Selangor - Malaysia

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

As a Partner Manager in Lenovo, you will be managing our offerings and streamlining the governance across all Central Asia Pacific countries. You will be also responsible for partner onboarding for our offerings within the region.


Responsibilities

  • Take initiative and push boundaries - A Self-starter who is happy to respond to issues and challenges head-on and is a Team player. You have experience and the right attitude working in an ambiguous, dynamic and fast-paced environment.
  • Be curious, methodical and focused - You will identify and create opportunities to improve the customer experience with our vendor counterparts and develop mechanisms to help evolve our vendor relationships. You will evaluate and manage vendor performance across a broad spectrum of KPIs and report on findings. Identify internal and external risk factors that could affect the long-term viability and sustainability of a vendor.
  • Collaboration creates value - Work with our vendors to thoughtfully plan changes and growth. Engage with our internal cross-functional teams and partners to build relationships that will enable our external vendors and ensure our main objectives and focus are achieved.
  • Motivated to innovate - Rapid iterations, multiple possibilities - Continually look for opportunities to improve performance and process with our vendors. Be comfortable taking risks and pushing boundaries.
  • Data-driven - Use data to influence decisions and give voice to user-impacting issues. Conduct Root Cause Analysis and After-Action Reviews on operational processes as needed
  • Performance Management - A key component of this role is to manage the day-to-day performance of outsourcing partners. This includes establishing WBRs, MBRs and QBRs and the ability to deep-dive root cause analysis to understand shifts in performance.
  • Partner Onboarding – Review with Procurement on new partners joining us with a focus on service delivery capabilities. Define Scope, pricing, expectation and evaluation for best partner selection. Point out the pros and cons in comparison with existing vendors so that top-class partners are always available to service our customers.
  • Ability to review and Draft Customer SOW, Partner SOW, review and provide feedback based on CAP country guidelines. Work with Legal Team to incorporate changes.
  • Take responsibility – Have full ownership of end-to-end partner relations and follow thru on partners’ issues raised by customers or internal team from alerting of problems to resolution and tracking of service improvements of our contractors.
  • KPI (Key Performance Indicator) - Partner Onboarding Ownership end to end. CSOW/VSOW review Partner Performance review Pricing – Rate card for Services Partner Data Review and Matrix to evaluate overall Vendor Performance Excel / PowerPoint (Presentation) Proficiency advance level. 

Requirements

  • Qualifications: - BA/BS degree in quantitative or business fields, or an additional 10 ++ years of work experience in quantitative or business fields
  • Minimum 10+ years of support operations experience building and managing key deliverables KPIs such as CSAT, and Response Time.
  • Driven operations excellence and quality improvements across support sites.
  • Experience managing a business relationship; preferably in a partner management space.
  • Strong written and verbal communication skills are required, along with the ability to multitask and adjust priorities.
  • Mastery of the English Language is a must with a preference for multi-language proficiency.
  • Comfortable working in a changeable environment, with a keen eye for detail.
  • Enjoy navigating data sets and let data guide your decisions.
  • Ability to gain trust and support from external partners.
  • Able to summarize, highlight, present and drive the key points from various data sources and meetings.
  • Independent worker with an initiative to deliver changes.
  • Proficient in MS Office skills/Google docs or similar tools.
  • Travel 10-20% international travel.

* Selangor Darul Ehsan - Selangor - Malaysia