Strategic & Key Account Service Delivery Manager

: 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

Lenovo's Strategic and Key Account customers expect a strong partnership with Lenovo. Strategic and Key Account Service Deliver Manager (SDM) play an integral part of that relationship and oversees a seamless service delivery experience through various methods. Processes range from incident management to change management, from configuration management to customer management - adaptability is key. The team ensures any escalations or issues are resolved. We also provide excellent communication (proactive, tactical and strategic) to our sales community and to our customers.

Detailed Role & Responsibilities

As a Strategic and Key Account SDM you will operate as a pivotal member of the Lenovo Global Service Delivery Team who supports our some of largest and most strategically important customers. Your main responsibility is to ensure services provided to our Strategic and Key Accounts are delivered according to the agreed SLAs in the most efficient way. You will work with regional and country teams with an overall aim to foresee and prevent potential obstacles. Become a customer services advocate, fully committed to achieving best in class customer experience and satisfaction.

• Responsible for a portfolio of select accounts within a specific area, region, or division and focus on the total customer experience & satisfaction.

• Leverage Lenovo resources to ensure timely incident resolution, escalates issues to appropriate teams within Lenovo or Service Partner.

• Closely monitors Strategic and Key Account service activity and maintains Service Level Agreement performance for assigned region/accounts

• Leverage data analysis to provide insight & guidance to foresee & identify potential service delivery issues.

• Presents comprehensive reporting of key metrics, analysis/results of GA service metric performance (monthly, quarterly, yearly)

• Communicate relevant service updates and recommendations to both internal & external customers to ensure a level of compliance, performance, change control management and service ability.

• Attend and lead meetings with an executive level audience to articulate a forward-thinking account management and service delivery plan

• Acts as a single point of contact for service requirements, ensuring responsiveness and resolution.

• Subject Matter Expert for service delivery options which best support customer strategy/environment

• Works within the Lenovo Service organization to implement corrective actions to improve efficiency and quality of existing Lenovo Services processes

• Some travel may be required (up to 10%)

Essential Requirements

• Bachelor's degree or 5+ years of relevant experience (customer facing, large/global accounts, industry related)

• Complex problem-solving skills and experience handling high business impact customer escalations

• Ability to work in a team environment, ability to influence others to create consent and achieve results.

• Customer focused attitude, excellent interpersonal and conflict resolution skills, active listening.

• Strong communication skills (written, verbal) with professional proficiency

• English is a must (additional languages a plus)

• Understanding of/successful performance against SLAs

• Good organizational skills, experience in managing multiple initiatives simultaneously within a demanding and changing environment.

• Adaptable and flexible

• Excellent presentation and ability to effectively interact and communicate with up to C level/Executives

Desirable Requirements

• Strong Lenovo technology and product knowledge

• IT business process certification (ITIL, Six Sigma) is a plus

What Lenovo can offer you:

• 3 sick days per year

• Additional vacation days

• 100% sick leave compensation up to 2 months per year

• A broad selection of soft and hard skills trainings and individual mentoring

• 1:1 contribution to the Third Pillar Pension System

• Home office flexibility upon team agreement

Base gross monthly salary starts from 1.800 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also variable part (a bonus) in value of 12% of your annual earnings.

You will report to SSG (Solutions & Services Group) organization structure.

SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers' stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.

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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations:

• Slovakia