General Information

Req #
WD00049397
Career area:
Services
Country/Region:
United Kingdom
State:
Hampshire
City:
BASINGSTOKE
Date:
Wednesday, March 1, 2023
Working time:
Full-time
Additional Locations: 
* United Kingdom - Hampshire - Basingstoke
* United Kingdom - Hampshire - BASINGSTOKE

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

  

Lenovo is looking for a Service Delivery Manager has end-to-end responsibility for all Service Delivery in the United Kingdom and the Republic of Ireland.  

As the Service Delivery Manager, you will act as the focal point for Consumer/Commercial Services across the UKI Market and report to Service Delivery Leader for the UKI region. 


Your Key Responsibilities will be: 

  • Managing KPI’s and Operational performance within the service provider network that provides a repair service on behalf of Lenovo (incl. regular performance reviews, MBRs/QBRs)
  • Supporting the service provider network with any operational issues; onboarding of new partners and identification process improvements within current partners
  • Initiating and driving projects and initiatives focused on Customer experience, cost saving and operational efficiency.
  • Participating in EMEA regional projects.
  • Working across the EMEA Service organization to identify and drive improvements in the UKI market.  Some examples are: working with our Call Centre teams to drive improvements in ‘fix on phone’ resolution, working with Logistics to improve whole unit logistic flow, with Vendors to improve customer experience, working with Depot team to improve efficiency and customer experience, ensuring good communication between Depot and Call Centre teams
  • Contributing to performance reviews with the UKI Executive leadership team on Operational performance in the market and any targeted improvement plans and corrective actions
  • Financial understanding (NBMC, P&L, cost drivers..), root cause/financial analyses
  • Assisting with complaints and ensuing they are centrally logged and directed to the correct team
  • Supporting resellers, distributors, and internal Lenovo sales in the UKI
  • Identifying potential opportunities for Services Sales by working with relevant teams within the UKI Sales business to identify needs.

Position Requirements:

  • 5+ years’ experience in a senior service-delivery role 
  • Fluent in English communication (written and oral)
  • Experience with e2e process management
  • Experience with vendor management
  • Service Delivery front- and back-end knowledge
  • Strong at task execution & problem-solving
  • Strong experience with handling customer special cases and escalations
  • Good understanding of typical Services and Warranty legal terms and conditions of a specific region
  • 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
  • Excel/PowerPoint/Visio or equivalent service requirement.  Ability to identify, create and present data-driven presentations.
  • Beneficial:  Some PC / Tablet Technical knowledge