Lenovo

This role maximizes customer satisfaction and business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions. 

You Will

• Defines maintenance strategies in accordance with customer requirements
• Monitors customer service KPIs and maintenance budget, and drives associated action plans
• Manages or oversees dedicated field customer support
• Ensures adequate communication with customer and internal stakeholders through meetings and reporting
• Proposes improvements to maintenance strategy throughout the life of the contract
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Understands technical specification and client requirements, and solution architecture
• Defines strategy and manages maintenance activities for simple solutions
• Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer
• Prepares and communicates Supports Activities Reports
• Lead a team of IT support specialists, ensuring high-quality managed services for system management platforms.
• Develop, implement, and refine service delivery strategies to align with customer requirements.
• Collaborate with cross-functional teams to ensure effective integration and operation of system management services.
• Monitor and enhance system management performance, proactively resolving issues to consistently meet or exceed SLAs.
• Establish and enforce security protocols to safeguard and ensure compliance with industry standards.
• Keep abreast of industry trends and innovations to promote continuous improvement and best practices.