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Service Delivery Manager

Lenovo

2.6

(5)

Multiple Locations

#WD00074810

Position summary

: LNVGY).

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

This role maximizes customer satisfaction and business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.

You Will

  • Defines maintenance strategies in accordance with customer requirements

  • Monitors customer service KPIs and maintenance budget, and drives associated action plans

  • Manages or oversees dedicated field customer support

  • Ensures adequate communication with customer and internal stakeholders through meetings and reporting

  • Proposes improvements to maintenance strategy throughout the life of the contract

  • Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders

  • Understands technical specification and client requirements, and solution architecture

  • Defines strategy and manages maintenance activities for simple solutions

  • Manages critical situations with the customer potentially with guidance of the lead or expert or senior peer

  • Prepares and communicates Supports Activities Reports

  • Lead a team of IT support specialists, ensuring high-quality managed services for system management platforms.

  • Develop, implement, and refine service delivery strategies to align with customer requirements.

  • Collaborate with cross-functional teams to ensure effective integration and operation of system management services.

  • Monitor and enhance system management performance, proactively resolving issues to consistently meet or exceed SLAs.

  • Establish and enforce security protocols to safeguard and ensure compliance with industry standards.

  • Keep abreast of industry trends and innovations to promote continuous improvement and best practices.

Additional Locations:

  • Singapore - Central Singapore - Singapore

  • Singapore - Central Singapore - SINGAPORE