General Information

Req #
WD00018685
Career area:
Services
Country/Region:
Bulgaria
City:
Sofia
Date:
Friday, December 3, 2021
Working time:
Full-time
Additional Locations: 
* Sofia - - Bulgaria

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 has end-to-end responsibility for all Service Delivery in Southeast Europe, covering both Commercial and Consumer segments.


The role covers the following tasks:

• Ensuring service delivery execution on Customer Experience, SLAs and cost to Lenovo commercial customers (large enterprise, globals, SMB) via our Service Partners and internal providers.

• Overseeing service delivery to our Consumer customers via specific Consumer service providers. Driving initiatives on Customer experience, cost and operational efficiency.

• Working across the EMEA Service organization to drive improvements in the SEE market. For example, working with our Call Center 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.

• Leading performance reviews with Market leaders on Operational performance in SEE and improvement plans.

• Support customers and sales in SEE.

• Identify opportunities for Services Sales in SEE

• The Service Delivery Manager is the go-to point for Services across the Market.


The role reports to the Service Delivery Leader for 'CSEE and EE' region.


Job Requirements:

• Strong experience with e2e process management

• Strong experience with vendor management

• Strong Service Delivery front- and back-end knowledge

• Strong at task execution & problem solving

• Strong experience handling customer special cases (customer focused)

• Good understanding of typical Services and Warranty legal terms and conditions of a specific region

• Strong negotiation and influencing skills required

• Strong communication skills to Exec level

• Ability to matrix manage across teams / orgs to deliver results

• Able to in-depth understand business finance and KPI measurements

• Fluent in English and local language

• PC Technical ‘know how’

• Bachelor’s Degree


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

Only valid for candidates in Slovakia: Base gross monthly salary from minimum 2,250 EUR and above, depending on experience + variable part 12% of your annual earnings
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.

* Sofia - - Bulgaria