Lenovo

Lenovo’s Strategic and Key Account customers expect a strong partnership with Lenovo. Strategic and Key Account Service Deliver Manager (SDM) play an integral part of that relationship and oversees a seamless service delivery experience through various methods. Processes range from incident management to change management, from configuration management to customer management – adaptability is key. The team ensures any escalations or issues are resolved. We also provide excellent communication (proactive, tactical and strategic) to our sales community and to our customers.

Detailed Role & Responsibilities

As a Strategic and Key Account SDM you will operate as a pivotal member of the Lenovo Global Service Delivery Team who supports our some of largest and most strategically important customers. Your main responsibility is to ensure services provided to our Strategic and Key Accounts are delivered according to the agreed SLAs in the most efficient way. You will work with regional and country teams with an overall aim to foresee and prevent potential obstacles. Become a customer services advocate, fully committed to achieving best in class customer experience and satisfaction.

• Responsible for a portfolio of select accounts within a specific area, region, or division and focus on the total customer experience & satisfaction.
• Leverage Lenovo resources to ensure timely incident resolution, escalates issues to appropriate teams within Lenovo or Service Partner.
• Closely monitors Strategic and Key Account service activity and maintains Service Level Agreement performance for assigned region/accounts
• Leverage data analysis to provide insight & guidance to foresee & identify potential service delivery issues.
• Presents comprehensive reporting of key metrics, analysis/results of GA service metric performance (monthly, quarterly, yearly)
• Communicate relevant service updates and recommendations to both internal & external customers to ensure a level of compliance, performance, change control management and service ability.
• Attend and lead meetings with an executive level audience to articulate a forward-thinking account management and service delivery plan
• Acts as a single point of contact for service requirements, ensuring responsiveness and resolution.
• Subject Matter Expert for service delivery options which best support customer strategy/environment
• Works within the Lenovo Service organization to implement corrective actions to improve efficiency and quality of existing Lenovo Services processes
• Some travel may be required (up to 10%)

Essential Requirements

• Bachelor’s degree or 5+ years of relevant experience (customer facing, large/global accounts, industry related)
• Complex problem-solving skills and experience handling high business impact customer escalations
• Ability to work in a team environment, ability to influence others to create consent and achieve results.
• Customer focused attitude, excellent interpersonal and conflict resolution skills, active listening.
• Strong communication skills (written, verbal) with professional proficiency
• English is a must (additional languages a plus)
• Understanding of/successful performance against SLAs
• Good organizational skills, experience in managing multiple initiatives simultaneously within a demanding and changing environment.
• Adaptable and flexible
• Excellent presentation and ability to effectively interact and communicate with up to C level/Executives

Desirable Requirements

• Strong Lenovo technology and product knowledge
• IT business process certification (ITIL, Six Sigma) is a plus