General Information

Req #
WD00018716
Career area:
Services
Country/Region:
United Kingdom
State:
Hampshire
City:
BASINGSTOKE
Date:
Wednesday, December 8, 2021
Working time:
Full-time
Additional Locations: 
* BASINGSTOKE - Hampshire - United Kingdom

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

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

Description and Requirements

In this role of Service Delivery Manager, you will have end-to-end responsibility for all Consumer-related Service Delivery in the United Kingdom and Republic of Ireland.  You will act as the focal point for Consumer Services across the UKI Market.

You will report to the Service Delivery Leader for the UKI region.  


This role encompasses the following tasks:

  • End-to-end responsibility for service delivery to our Consumer customers via our network of Consumer service providers (AWSP, CCI, Stock-holding partner, Depot)
  • Managing KPI’s and Operational performance within the service provider network that provides a repair service on behalf of Lenovo (with the exception of the Depot is managed by a separate team)
  • Supporting the service provider network with any operational issues
  • Initiating and driving projects and initiatives focused on Customer experience, cost-saving and operational efficiency
  • Participating in EMEA regional projects
  • Working across the EMEA Service organization to identify and drive improvements in the UKI market.  Some examples are:
    • working with our Call Centre teams to drive improvements in ‘fix on phone’ resolution,
    • working with Logistics to improve whole unit logistic flow,
    • working with Vendors to improve customer experience
    • working with Depot team to improve efficiency and customer experience
    • ensuring good communication between Depot and Call Centre teams
  • Contributing to performance reviews with the UKI Executive leadership team on Operational performance in the market and any targeted improvement plans and corrective actions
  • Assisting with complaints and ensuring they are centrally logged and directed to the correct team
  • Supporting resellers, distributors, and internal Lenovo sales in the Market
  • Identifying potential opportunities for Services Sales
  • Specific for the UK: 
    • Managing the DOA screening and validation operation for the UKI Market (Flex);
    • Calculating the quarterly rebate for Currys DOA screening

Position Requirements:

  • Customer-focused approach
  • Strong experience with end-to-end process management
  • Strong experience with vendor management
  • Strong Service Delivery front- and back-end knowledge
  • Strong at task execution & problem-solving
  • Strong experience with handling customer special cases and escalations
  • Good understanding of typical Services and Warranty legal terms and conditions of specific region
  • Strong negotiation and influencing skills required
  • Strong communication skills to Executive level
  • Ability to matrix manage across teams / orgs to deliver results
  • Able to in depth understand business finance and KPI measurements
  • Qualification:  Bachelor’s Degree or 5 years’ experience in a senior service-delivery role
  • PC / Tablet Technical knowledge of advantage
  • Presentation building with data analysis
  • Business fluent English 

What Lenovo can offer you:
  • Opportunities for career development & growth
  • Opportunity to have an impact and bring own added value
  • Access to various training
  • Performance-based rewards
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.

* BASINGSTOKE - Hampshire - United Kingdom