General Information

Req #
Career area:
Information Technology
Western Australia
Thursday, February 9, 2023
Working time:
Additional Locations
* Australia - Western Australia - Perth
* Australia - Western Australia - Perth

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

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

At Lenovo, we value Innovation, Entrepreneurship, Team Work & Serving our Customers. If you strongly align yourself with our culture & belief, you are at the right place. Check out the Job description below for a rewarding career with us!!

Service Delivery Manager- Contract Management

Role Summary

In this role, you will act as the Single Point of contact for customers, partners, vendors and the internal business division, to fulfill the contracts within the given time and budget. This structure can differ by customer and contract, but in general, you are the owner of the relationship across the various parties. You are an experienced leader with a project or contract experience in a multi-country environment. Managing cultural differences is also something you enjoy as you also find it inspiring to develop a contract over a period of time in accordance with technology and business changes. You are a real hands-on person with project management skills, organizational strength, and visionary ideas you know how to sell.

You will

  • Lead complex service delivery processes, develop creative resolutions to complex problems and ensure contractual support service deliverables are understood and managed effectively.
  • Maximize the value of the customer’s investment in Lenovo products and services throughout the end-to-end customer life-cycle. Manage customer escalations and act as the customer’s advocate.
  • Ensure effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers
  • Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness
  • Act as a single point of contact for customer escalations and own the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
  • Develop and deliver post-incident reports on all critical support incidents, adhere to customer support plans and relationships,
  • Manage Lenovo and Vendor’s invoices (invoices and purchase orders)
  • Control account P&L
  • Responsible to verify cost model content and pricing matches the SOW during handover from transition to steady state.
  • Manage appropriate internal and external resources to meet set deadlines.
  • This role will impact business both internally and externally.
  • Responsible to work against SLA & KPI agreements and work against overall contract profitability with the overall goals of increasing the efficiency and effectiveness of the contract thereby increasing customer satisfaction.

You bring

  • Sound business understanding is required along with effective leadership skills.
  • Decision-making, contract negotiation, and management come along with solution development.
  • You need to be an effective communicator and negotiator. This individual should be an effective leader and team player taking and executing the direction of the team. Strong ethical standards and work ethic.
  • Degree or Diploma in IT/Hardware or related discipline
  • 5-7 years of relevant experience in service delivery, and contract management.

What we offer

  • Opportunities for career development & growth
  • Competitive remuneration & Benefits
  • Access to various training
  • Performance-based rewards

Note:  Australian citizens and PR holders are considered on priority.

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Additional Locations
* Australia - Western Australia - Perth
* Australia - Western Australia - Perth
* Australia
* Australia - Western Australia
* Australia - Western Australia - Perth , * Australia - Western Australia - Perth