Job Description

Service Delivery ManagerGeneral InformationReq #WD00069406Career area:Customer ExperienceCountry/Region:MalaysiaState:SelangorCity:Petaling JayaDate:Tuesday, August 6, 2024Working time:Full-timeAdditional Locations:

• Malaysia - Kuala Lumpur - Kuala Lumpur

• Malaysia - Selangor - Petaling Jaya

• Malaysia - Selangor - Selangor Darul Ehsan

Why Work at LenovoWe 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 #217 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 , and read about the latest news via our .Description and RequirementsService Delivery Manager owns the entire in-country service delivery chain to ensure best customer experience in all aspects:

• Manage the day-to-day service operations to facilitate the delivery of superior services to our customers.
• Good understanding of all customer dissatisfaction issues, with the ability to analyze and deep dive the root cause, and constantly seek ways to improve the process or systems to minimize occurrences and enhance good experience.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Be the Customer Experience (CX) focal to influence and lean good customer service practices sharing across different service touch points.
• Analyzing third-party as well as internal processes and creating strategies for service delivery optimization, ultimately leading to continuous service improvement.
• Conduct Service Partners Audits ensuring systems, methodologies and procedures are in place and followed, asserting consistent practices and compliance.
• Manage the performance of Service Partners and ensure that Service Levels and scope of work are achieved accordingly.
• Manage overall Service Delivery cost and expense, keeping tight to budget allocated.
• Building strong relationships with teams and stakeholders to establish effective engagement.
• Strong business acumen to identify opportunities for Upsell Advanced Services:

• Knowledge of IT service industry and able to identify potential gaps for Upselling on Advanced Services to customers.
• Knowledge of service partners that can be leveraged to extend Lenovo\'s range of service capabilities.
• Enablement of service partners to enhance service options.
• Ability to manage business and financial data to manage profitable margin in Upsell Advanced Services.

Qualification & Experience

• Degree in IT or business administration or related discipline.
• 5-8 years of relevant experience in service delivery role from services industry background.
• Excellent communication & interpersonal skills.
• Candidate from field service background considered.

Additional Locations:

• Malaysia - Kuala Lumpur - Kuala Lumpur

• Malaysia - Selangor - Petaling Jaya

• Malaysia - Selangor - Selangor Darul Ehsan

• Malaysia

• Malaysia - Kuala Lumpur , * Malaysia - Selangor

• Malaysia - Kuala Lumpur - Kuala Lumpur , * Malaysia - Selangor - Petaling Jaya , * Malaysia - Selangor - Selangor Darul Ehsan

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