Lenovo

The Service Delivery Specialist at Lenovo is responsible for managing and improving the delivery of services to our clients, ensuring high levels of customer satisfaction, efficient service operations, and alignment with company objectives. The SDM will oversee service delivery processes, manage vendors and coordinate with other departments to meet service level agreements (SLAs) and deliver exceptional support to Lenovo's customers.

The role will focus on supporting our value added services and growing our existing markets within the EMEA.

Key Responsibilities:

Service Delivery Management:

• Oversee, develop and manage the end-to-end service delivery processes to ensure the highest levels of customer satisfaction.
• Develop and implement service delivery strategies to meet business goals and SLAs.
• Monitor and report on service performance metrics, identifying areas for improvement.

Customer Relationship Management:

• Act as the primary point of contact for clients regarding service delivery issues.
• Build and maintain strong relationships with customers to understand their needs and expectations.
• Address and resolve customer concerns and issues promptly and effectively.

Process Improvement:

• Continuously evaluate and improve service delivery processes and procedures.
• Implement best practices and innovative solutions to enhance service efficiency and quality.
• Collaborate with other departments to streamline operations and improve service outcomes.

Compliance and Risk Management:

• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Identify and mitigate risks associated with service delivery.
• Maintain accurate and up-to-date documentation of service delivery activities.

Project Management:

• Plan and execute service delivery projects, ensuring timely and successful completion.
• Coordinate with cross-functional teams to achieve project goals.
• Monitor project progress and provide regular updates to stakeholders.