Service Delivery Manager

Service Delivery Manager

Lenovo India Private Limited
3-5 years
Not Specified

Job Description

Description and Requirements
Key responsibilities:
1) Own the entire in-country service delivery chain to ensure best customer
experience for all PCSD customers:
. Manage all day-to-day Service operations to all customers delivery are done
within SLA or customer expectation
. Good understand of all customer dissatisfaction issues and constantly seek
ways to improve the process or systems to minimize dissatisfaction and
enhance good experience. Ability to analyze and deep dive to root cause of
. Be the Customer Experience (CX) focal to influence and lean good customer service practices sharing across different service touchpoints
. Is the next level Customer Service Escalation point
2) 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 overall Service Delivery cost and expense, keeping tight to budget
. Thorough knowledge of End-to-End Service Delivery process and is able to
constantly develop 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
3) Strong business acumen to identify opportunities to Upsell Advance services:
. Has knowledge of IT Service industry and able to identify potential gaps for
Upselling on Advance services to customers
. Knowledge of service partners that can be reached to extend Lenovo's range of
service capabilities
. Enablement of service partners to enhance service options
. Ability to manage the business and financial data to manage profitable margin
in Upsell Services.
Credentials needed:
. Min 3-5 years of direct experience managing IT-related Customer Service
centers / Field Service
. Min 3-5 years direct experience in Vendor Management
. Diploma or Bachelor's Degree in Business Administration, Computer Science
or Engineering
. Experience working in an MNC environment, interacting with out-country
. Excellent interpersonal and communications skills
. High ability to manage difficult customer issues or escalation
. Excellent written and communication skills
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.

Why Work at Lenovo Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that's brighter and more inclusive. And we go big. No, not big-huge. We're not just a Fortune Global 500 company, we're one of Fortune's Most Admired. We're in 180 markets, working with 63,000 brilliant colleagues and counting. And we're known for the world's most complete portfolio of smart technology, from devices to software to infrastructure. With our ingenuity, we help millions-not just the select few-experience our version of a smarter future. The one thing that's missing Well… you...

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