Why Work at Lenovo
Description and Requirements
In this role you will be responsible for the management of key onsite service vendors on EMEA level.
You will manage the vendor to ensure operational excellence in terms of performance, drive improvements with them and manage the regular BMS (monthly/quarterly reviews).
This role plays a critical part in providing Service Delivery guidance with business needs and direction to the local Service teams.
You will be responsible for supporting the EMEA Service Delivery Leadership team in terms of results and work across organizations to make things happen.
Key Responsibilities:
Manage key onsite service vendors to ensure strong performance and continuous improvement.
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Lead monthly and quarterly Business Management System (BMS) reviews with vendors.
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Provide service delivery guidance to the business and direction to local service teams.
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Support the EMEA Service Delivery Leadership team in achieving strategic goals.
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Ensure alignment with EMEA-wide standards and support harmonization initiatives.
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Engage with Call Center (CEC) teams and actively participate in CEC reviews.
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Lead local process improvement efforts and drive cost-saving initiatives.
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Initiate and manage complex technical support projects and design service solutions.
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Drive optimization of service delivery systems, processes, and policies.
Requirements:
Proven experience in vendor and service delivery management across EMEA or similar regions.
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Strong project leadership and transition management capabilities.
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Financial literacy, including understanding of cost structures and business impact.
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Familiarity with Microsoft Dynamics (MSD) or similar enterprise platforms.
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Experience leading long-term customer experience (Cx) improvement programs.
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Excellent communication and stakeholder engagement skills, including at executive level.
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Ability to work cross-functionally, think end-to-end, and lead by example.
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Strong analytical and problem-solving skills, including root cause and trend analysis
Join us and be part of a dynamic, collaborative, and forward-thinking team where your expertise will help shape the future of service delivery across EMEA.
A multitude of professional and personal opportunities.
An open and stimulating environment within one of the most forward-thinking IT companies.
Flat structures and fast decision-making processes.
An international organization with a high focus on all types of Diversity in the team.
Meal Vouchers.
Employee Assistance Program, e.g., for health, legal & financial consultancy.
A broad selection of soft/hard skills trainings and individual mentoring.
Employee Referral Bonus and more.