Job Description

Service Delivery Manager

General Information

Req #

WD00050229

Career area:

Services

Country/Region:

Malaysia

State:

Selangor

City:

Selangor Darul Ehsan

Date:

Friday, March 10, 2023

Working time:

Full-time

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big-huge.

We\'re not just a US$70 billion revenue Fortune Global 500 company, we\'re one of Fortune\'s Most Admired. We\'re transforming the world through intelligent transformation, offering the world\'s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions-not just the select few-experience our version of a smarter future.

The one thing that\'s missing? Well\xe2\x80\xa6 you...

Description and Requirements

Key responsibilities:

• Have both Service Delivery ( 60% ) and Project Management ( 40% ) Responsibilities

• Service Delivery Related Responsibilities :

Is accountable for balancing cost to service while achieving customer satisfaction with mindfulness on speed of enabling service process to be operationalized within expected timeframe. Maintain teamwork with internal Service functions such as Service Operations, Business Development and other Subject Matter Experts to perform the following:

• Manage all day-to-day Service operations such that all customers delivery are done within respective customer SLA or customer expectation
• Good understand of all customer dissatisfaction issues and constant seek ways to improve the process or systems to minimize dissatisfaction and enhance good experience. Ability to analyse and deep dive to root cause of issues.
• Be the Customer Experience (CX) focal to influence and lean good customer service practices sharing across different service touch points
• Is the next level Customer Service Escalation point

Strong and effective governance on FS Vendor and Supplier management:

• Manages service partners to deliver services according to agreed KPI and scope of work.
• Manage Service Delivery cost and expense, keeping tight to budget allocated
• Thorough knowledge of End-to-End Service Delivery process and is able to constantly develops service quality improvement and enhancement plans to improve customer satisfaction and Service operational efficiency.
• Ability to run Service Partners Audits to ensure consistent practices and compliance

• Project Management related Responsibilities :

Responsible for working within the framework of standard project management methodology processes, tools, and documentation throughout the project lifecycle as aligned to the PMI Project Management Body of Knowledge (PMBOK). Owns and drives all aspects of project management activity, including collaborating and coordinating across the organization and ensuring:

• Changes that affect scope, schedule and resources are identified, managed and controlled with an integrated and cohesive plan.
• Scope is defined, approved, managed, controlled; ensuring completed deliverables are accepted by the customer.
• Schedule is developed and managed to on-time delivery.
• Costs are estimated and managed to deliver project within customer approved budget, while preserving profit margins.
• Resources are assigned and managed effectively and efficiently.
• Risks and issues are proactively identified and managed.

Quality outcomes are planned and delivered on the project, meeting all agreed requirements and ensuring high customer satisfaction. Communications with regular cadence meetings are planned and conducted during the project to ensure stakeholders engagement, expectations accurately set and managed, and key stakeholders receive adequate communications throughout the project. Manages multiple medium to large projects with varying complexity. May work across other Lenovo Managed Services project groups and also DaaS (Device as a Service) stream and lead multiple project coordinators across these streams. May be responsible for determining and coordinating the sharing of leveraged resources among projects. May be responsible as a subject matter expert specializing in a particular project management or PMO function, such as master scheduling, facilitation, resource management, quality management, or portfolio management. Champions project management standards and overall value internally and externally. A moderate level of engagement will be expected to support the sales of services.

Credentials needed:

• Min 5-8 years\' of direct experience managing IT-related Customer Service centres / Field Service
• Min 3-5 years\' direct experience on Vendor Management
• Diploma or Bachelor\'s Degree in Business Administration, Computer Science or Engineering
• Experience working in MNC environment, interacting with out-country counterpart
• In-depth disciplinary knowledge; leverages business acumen and subject matter expertise.
• In-depth knowledge on how Call centre services, Field Service and Part Supply Chain operates and are managed will be essential
• Provides deep Subject Matter Expertise advice on program delivery.
• Thorough understanding and management of customer business needs and expectations.
• Manages projects and program execution.
• Excellent interpersonal and communications skills
• Good spoken and written English is compulsory. Additional language ability like Chinese is an added advantage
• Ability to manage difficult customer issues or escalation

Additional Locations:

• Malaysia - Selangor - Petaling Jaya

• Malaysia

• Malaysia - Selangor

• Malaysia - Selangor - Petaling Jaya

Lenovo