Lenovo

In this role you will be responsible for the operational performance of Lenovo PC warranty Services across the Benelux markets.

You will work with sales, partners, retailers and customers to deliver service support (in warranty, out of warranty, RFQs, process enhancements), CX improvements and work securing cost budget.

This is a challenging role in terms of customers, partners, scope and deliverables, but it provides fantastic learning opportunities and the ability to make visible positive changes for our Partners and our processes in this market.

You will need to be responsive and supportive to both Partners and the Sales team and also manage across Lenovo Services teams to get things done.

The Service Delivery Manager has end-to-end responsibility for all Service Delivery across the Benelux countries.

You will report to Senior Manager of Regional Field Services.

The role covers the following tasks:

• Ensuring service delivery execution on Customer Experience, SLAs and cost to Lenovo commercial customers (large enterprise, globals, SMB) via our Service Partners and internal providers.
• Overseeing service delivery to our Consumer customers via specific Consumer service providers. Driving initiatives on Customer experience, cost and operational efficiency eg driving cost per claim reductions, improving customer experience scores through specific process improvements
• Running any local consumer repair depots and overseeing any retailer owned repairs, with KPI tracking and QBRs.
• Working across the EMEA Service organization to drive improvements in the Benelux market. For example, working with our Call Center teams to drive improvements in ‘fix on phone’ resolution, working with logistics to improve parts logistics flows to Benelux or Out of Warranty Service, working with vendors to improve customer experience.
• Leading performance reviews with Market leaders on Operational performance in the Benelux market and improvement plans.
• Support sales across the Benelux market.
• Identify opportunities for Services Sales across the Benelux market.
• The Service Delivery Leader is the local ‘face’ of Services in the region and the go to point for Services across the Market.
• This is not a people manager role. It does involve working across teams to get things done, so clear and regular communication is critical.

Position Requirements

Key requirements: 

• Bachelor’s Degree
• Strong experience with vendor management
• Strong hardware Service Delivery experience
• Great at task execution & problem solving and follow through
• Strong experience handling customer special cases
• Good understanding of typical Services and Warranty legal terms and conditions of specific region
• Strong negotiation and influencing skills required
• Ability to matrix manage across teams / orgs to deliver results
• Able to learn and present business finance and KPI measurements
• Fluent in English communication (verbal and oral)
• Fluent in Dutch. French a plus
• PC Technical ‘know how’

Personal attributes: 

• Act with a strong sense of urgency and deal well with ambiguity to set a clear direction
• Strong & clear communication skills, plus relationship building, so that you can deliver results across teams
• Strong communication skills to Exec (VP) level
• Positive approach, even when times are tough

What Lenovo can offer you:

• Opportunities for career development & growth
• Access to various training
• Performance-based rewards
• Flexible working environment (combination of working from home/office)

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 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 Digital Workplace solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.