Lenovo

The Service Delivery Manager (SDM) 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 opening new markets and growing our existing markets within the Middle East and Africa territory. Primary focus will be on Africa and Saudi Arabia.

What You will do:

Service Delivery Management:

• Oversee, develop and manage the end-to-end service delivery processes to ensure the highest levels of customer satisfaction. 3-5 years of experience.

• 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.

What we offer You:

• Medical & Life Insurance
• Mobile Allowance
• Employee Referral Bonus
• Children of Lenovo Employees Scholarship Program
• Employee Assistance Program, e.g., for health, legal & financial consultancy
• Internal E-learning Development Platform Available for Employees  

You will report to SSG (Solutions & Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City.  We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.