General Information

Req #
Career area:
Thursday, December 9, 2021
Working time:
Additional Locations: 
* Vienna - Vienna - Austria

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

The Service Delivery Manager is responsible for the IDG service Delivery in the DACH (Germany, Austria, Switzerland) territory (this is not a people manager role).

As a Service Delivery Manager, you will drive field services providers' performance improvement, help and supervise the country Service Provider (IBM) in achieving the SLAs and KPIs required by contract. You will actively lead and coach cross-functional teams in the application of process improvement, project and change management best practices. You will interact with internal and external customers, including speaking with customers, monitoring performance reports and communications.

Your role will be also to interface with the regional services team, finance, procurement, sales, operations, finance, other members of the regional services operation department, and field services suppliers while working to secure appropriate management and achieve business goals. You will articulate the objectives of an assigned program/project as they apply to the attainment of organization & individual objectives.

As the SDM you will handle:

Customer Satisfaction Management:

  • Lead complex service delivery processes, develop creative resolutions to complex problems and ensure contractual support service deliverables are understood and managed effectively
  • Identify and analyze customer’s concerns and issues; and develop an improvement plan to meet customer satisfaction
  • Build and maintain internal and external customer relationships
  • Provide support to resolve customer issues
  • Work with sales, pre-sales, and product support team to address customer concern on product issue
  • Analyze cases and surveys at the macro level in order to detect issues with vendor’s performance
  • Control vendor’s SOW; renewals, penalties, control of new negotiations documentation.
  • Owner of pay for performance process. 
  • BMS with main retailers and corporate clients to maintain an accurate customer service
  • Create monthly FS (Field Service) metrics reports being presented in the regional meeting.
  • Control country service delivery operation through the accomplishment of the KPIs (Turn Around Time, Repeated Repair Rate, Customer Experience Indicators, etc.)

Services Partner Management:

  • Manages service partners to deliver maintenance services to Lenovo customer
  • Manage service partner's costs and drive service delivery performance
  • Develops service quality improvement and enhancement plans to improve efficiency and achieve cost saving

Business and Process Management

  • Identifies any cost-saving opportunities and drives cost-saving initiatives
  • Streamline and provide recommendations to improve the service process
  • Holds a solid BMS related to his role, open activities, and future improvement plans

Position Requirements:

  • 8+ years experience in hardware maintenance services
  • 5+ years in Customer Service roles or similar positions
  • Strong knowledge of services operations and Customer
  • Bachelor’s Degree in Electronics, Industrial. 
  • Excellent oral and written English skills 
  • Excellent interpersonal and communications skills
  • Must be able to work well with people in other countries
  • ITIL Foundations V3 Preferred

You will report to Senior Manager for DACH Service Delivery 

What we offer:

  • Opportunities for career development & growth
  • Opportunity to have an impact and bring own added value
  • Access to various training
  • Performance-based rewards

Check out the video, our DACH team created, to give you an insight into the Lenovo culture! We are looking forward to talking to you! Youtube Video

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.

* Vienna - Vienna - Austria