General Information

Req #
Career area:
Friday, April 30, 2021
Working time:

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 not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, 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

Service-led transformation is the enabler on our journey to become the leader and enabler of Intelligent Transformation. Lenovo Services offer a comprehensive portfolio of services and solutions that enables our customers to achieve their goals in an ever-changing environment.

We are now looking for a Service Delivery Manager who will be responsible for the Intelligent Devices Group (IDG) service Delivery in the DACH (Germany, Austria, Switzerland) territory (this is not a people manager role).

You will drive field services providers performance improvement, help and supervise the country Authorized Warranty Service Providers (AWSPs) in achieving the SLAs and KPIs required by contract. You will actively lead and coach cross-functional teams in the application of process improvement, project and change management best practices. You will Interact with internal and external customers, including speaking with customers, monitoring performance reports and communications.

In addition, you will interface with regional services teams, finance, procurement, sales, operations, finance, other members of the regional services operation department and field services suppliers while working to secure an appropriate management and achieve business goals. You will report to Senior Manager Service Delivery DACH.

In detail, this is what responsibilities await you:

Customer Satisfaction Management:
• Lead complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively
• Identify and analysis customer’s concerns and issues; and develop improvement plan to meet customer satisfaction
• Owner of pay for performance process.
• BMS with main retailers and corporate clients to maintain an accurate customer service
• Create monthly Service metrics reports to present in the regional meeting.
• Control country service delivery operation trough the accomplishment of the KPIs (Turn Around Time, Repeated Repair Rate, Customer Experience Indicators, etc.)

Services Partner Management:
• Manage service partners to deliver maintenance services to Lenovo customer
• Manage service partner's costs and drive service delivery performance
• Develop service quality improvement and enhancement plans to improve efficiency and achieve cost saving

Business and Process Management
• Identify any cost saving opportunities and drives cost saving initiatives
• Streamline and provide recommendation to improve the service process
• Hold a solid BMS related to his role, open activities and future improvement plans

Position Requirements
• Excellent interpersonal and communications skills- you will be presenting to senior leadership
• Ability to work well with people in other countries
• 5-7 years’ experience in hardware maintenance services
• ITIL Foundations V3 Preferred.
• Excellent oral and written English and German skills (Mandatory)

What Lenovo can offer You:
• An open and stimulating environment within one of the most forward-thinking IT companies
• Opportunities for career development & growth
• Access to trainings for personal development
• An international team with a high focus on Gender Diversity
• Attractive compensation package and Performance based rewards
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.