General Information

Req #
WD00059146
Career area:
Services
Country/Region:
Malaysia
State:
Selangor
City:
Petaling Jaya
Date:
Friday, December 22, 2023
Working time:
Full-time
Additional Locations
* Malaysia

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. 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit https://www.lenovo.com, and read about the latest news via our StoryHub. 

Description and Requirements

Position Overview:
The Service Delivery Coordinator plays a critical role in ensuring the smooth and efficient delivery of services within the organization. This role involves coordinating various aspects of service delivery, collaborating with different teams, and maintaining a high level of customer satisfaction.

The Service Delivery Coordinator is responsible for overseeing the end-to-end service delivery process, including order processing and follow up, and resolving any issues that may arise during the delivery of services.

Key Responsibilities:

Service Coordination:

  • Coordinate and facilitate the delivery of services to internal and external stakeholders.
  • Collaborate with various teams, including Logistics, IT support, infrastructure, and development, to ensure seamless service delivery.
  • Monitor and track service requests, incidents, and changes throughout their lifecycle.

Customer Interaction:
  • Act as a primary point of contact for customers, addressing inquiries and providing regular updates on service delivery status.
  • Gather and analyze customer feedback to identify areas for improvement in service delivery processes.

Problem Resolution:
  • Identify and address issues that may impact service delivery timelines or quality.
  • Collaborate with technical/logistics/other teams to resolve incidents and problems, ensuring minimal disruption to services.
  • Documentation and Reporting:
  • Maintain accurate records of service requests, incidents, and changes.
  • Generate and distribute regular reports on service delivery performance and key metrics.
     

Quality Assurance:

  • Implement and maintain quality assurance processes to ensure that ICT services meet established standards.
  • Conduct regular reviews and audits of service delivery processes to identify and implement improvements.
     

Continuous Improvement:

  • Proactively identify opportunities for process improvement and efficiency gains.
  • Participate in the development and implementation of new service delivery strategies.
     

Qualifications and Skills:

  • Bachelor's degree in Information Technology, Computer Science, or a related field. (Preferable, not essential)
  • Proven experience in service delivery coordination, preferably in an ICT environment. (Preferable, not essential)
  • Strong organizational and multitasking skills.
  • Excellent communication and interpersonal skills.
  • Familiarity with IT service management (ITSM) frameworks, such as ITIL.
  • Problem-solving and analytical abilities.
  • Proficiency in using service management tools and software e.g. ServiceNow.
  • MS Excel (data manipulation, e.g. Pivot Tables, Lookups) is a must.

Additional Locations
* Malaysia
* Malaysia