Lenovo

Business Area Description:

The Lenovo Workplace Services serves as a Single Point of Contact (SPOC) for End User Managed Services and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Workplace Services performs end to end support, both locally and remotely on behalf of our customers.
 

Key Objectives of Position:
 

The Senior Service Delivery Manager is a customer facing role that leads and manages the service delivery team and is responsible for the overall delivery performance. He/she ensures that service delivery and service support processes are on track for the consistent delivery of a high level of service in an effective and cost-efficient manner.

•    Maintain and grow positive relationships with customers.
•    Identifying customer needs and overseeing service delivery within the business context.
•    Overseeing key functions to enable delivery of high-quality service.
•    Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
•    Monitoring Service Performance and compliance
•    Managing finances and budgets.
•    Determining ways to reduce costs without sacrificing customer satisfaction.
•    Assessing customer feedback and using creativity to establish, improve, and refine services.
•    Building partnerships and liaising with all stakeholders to determine the company's services, delivery criteria, and solutions for issues that may arise.
•    Continuously improving processes and best practices 

Day-To-Day Tasks:
Senior Service Delivery Managers are responsible for maintaining client relationships, coordinating service delivery team, monitoring performance, and continuously improving processes.
 

Managing Client relationship  
•    Regular meeting cadence
•    Monthly/Quarterly Business Reviews 
•    Escalation Management
•    Change Management
 

Service Management 
•    Maintain high performing service support functions.
•    In the escalation process the Senior Service Delivery Manager will manage the Service Delivery

Manager who is taking the ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review. 
•    Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed. 
•    Champion Service and Support in projects and developing a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed. 
•    Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems 
•    Drive internal, external and third-party service review meetings covering performance, service improvements, quality and processes 
•    Define scope, approve, manage, control and ensure that deliverables are accepted by the customer
•    Resolve and address technical issues to ensure quality and achieve maximum customer satisfaction
•    Develop and implement improvements to the operations process
Leadership
•    Inspiring and motivating team members, building a positive team culture and supporting mental health and well-being
•    Active listening and clear verbal/written communication, conflict resolution and feedback techniques, coordinators management and cross-functional collaboration
•    Conducting performance reviews and coaching
•    Handling absenteeism and turnover, resource allocation and forecasting
 

Performance & Quality 
•    Be an ambassador for IT, working across businesses to provide effective communication on IT matters and building relationships with other teams to ensure effective dialogue between departments
•    Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services 
•    Ensure regular and accurate management reporting on IT Service performance
•    Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment 
 

Budgeting  
•    Managing finances and budgets.
•    Determining ways to reduce costs without sacrificing customer satisfaction.
 

Key Competencies Needed:
   
•    Minimum of 10 years of leadership experience in Workplace Services such as Service Desk, Field Services, Asset Management, Workplace Modernisation and Industry methodologies including ITIL/ITSM
•    Previous experience as a Team Lead or demonstrable experience in leading virtual teams 
•    Experience in managing direct or 3rd party delivered services 
•    Service Management or Support in a large-scale and diverse environment of incidents/requests management, escalation procedures and related disciplines 
•    Expert knowledge of ITIL/ITSM disciplines 
•    Excellent leadership and people management skills 
•    Excellent written and verbal communication skills 
•    Willingness to support and mentor coordination staff 
•    Excellent customer facing/customer service skills 
•    Able to work under pressure and meet deadlines 
•    Able to demonstrate a high degree of flexibility including shift and out of hours working 
•    Excellent organisational skills 
•    Able to manage sensitive and sometimes confidential information 
•    Self-motivation and able to take responsibility to Lead
•    Able to manage and prioritise and tasks and time efficiently 
•    Able to demonstrate initiative and a proactive approach to daily tasks
•    Familiarity with Industry Standards such as ITIL, ISO 9001, ISO 20.000, HDI, Scrum, COBIT, Lean Six Sigma)
•    Advanced fluency in English.

Key Performance Indicators / Metrics:  

 •    All Workplace Desk Metrics
•    Customer Satisfaction, Customer Retention
 

Candidate Pre-Requisites
Previous Experience:   

 •    Minimum of 10 years previous experience in either an internal or outsourced workplace services as Delivery Team Manager 
 

Qualifications:
•    Diploma or Degree in an IT or Business-related discipline. Master's degree is desirable.
•    ITIL Specialist Certifications is desirable.
•    Desirable: Scrum, PMP, Prince 2