Job Description

Service Delivery Coordinator

General Information

Req #

WD00058733

Career area:

Services

Country/Region:

Malaysia

State:

Selangor

City:

Petaling Jaya

Date:

Friday, December 22, 2023

Working time:

Full-time

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world\'s largest PC company by further expanding into growth areas that fuel the advancement of \'New IT\' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

This transformation together with Lenovo\'s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit https://www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Job Summary

The Service Coordinator is a key member of the Service management office supporting the Service Delivery Manager in customer account management. The roles includes but is not limited to Order Forecast, Order Deployment and Delivery, Customer Billing.

This position requires to handle communications with customers (external) and stakeholders (internal), addressing services-related requests and supporting service escalations. The main tasks include: review of service requests from customers, deliver resolutions, ensure timely billing. They will support the Service Delivery Manager (SDM) to ensure desired customer satisfaction & service KPIs are fulfilled.

Key responsibilities:

• Serves as primary point of contact (besides SDM) for customer inquiries/orders, complaint and ensuring that all issues are resolved in timely and satisfactory manner.
• Update the product catalogue, onboard customers into SNOW and collaborate closely with the transition team to comprehend the process mapping that has been established.
• Executing and coordinating order management process right from forecasting until invoicing.
• Manage deployment of Lenovo devices (Desktop, Laptop and Tablet etc..) and 3rd party product between partner and customer.
• Coordinate collection of unused (due to attrition or end of contract) machines from customer premise back to storage location or funder
• Monitor and manage the inventory levels.
• Perform device and accessory asset management.
• Set up pertinent tracking for SLA monitoring or any other necessary metrics.
• Prepare monthly billing file for invoicing and work with relevant team to ensure invoice is issued in timely manner as per contract.
• Maintain and provide data for internal and external report (ie: MBR, QBR)
• Build solid working relationships with the partners to ensure smooth deployments and excellent order management.
• Actively participate in UAT enhancement testing and give recommendation to further improve overall service delivery.
• Develop and maintain a thorough understanding of the organization\'s products and services, ensuring that accurate information is provided to customers.
• Coordinate with vendors or other departments to resolves customer incidents, ensuring customer service is delivered to a high standard.

Position requirements:

• Proven customer service experience, customer oriented
• Ability to interact with the Client (Customer) as and when necessary and possess strong communication skills and active listening to adapt to different situations.
• Organized & analytical: provides accurate, valid and complete information by using the right methods/tools.
• Prior project management experience and strong skills in project administration will be a plus
• Ability to work under minimum supervision and as a team player, ensuring good communication across multiple teams within and outside the organization.
• Fairly experience and knowledgeable on account operations (PR/PO/Invoice/Payment clearance)
• Familiar with CRM systems and practices as well as ticketing tools (preferably JIRA, ServiceNow)
• Ability to multi-task, prioritize & manage time effectively to meet deliverable\'s deadlines.
• Mix of Services to Technical - 80:20
• Must have attitude towards learning and implementing newer things often.
• Bachelor\'s degree preferred.
• ITIL certification and PRINCE2/PMP is preferable.
• English fluency, both written and spoken.
• Minimum 3 years\' service coordination experience, ideally in IT services environment

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

• Malaysia

• Malaysia - Selangor

• Malaysia - Selangor - Petaling Jaya

Lenovo