Service Delivery Manager- Indonesia

Lenovo Indonesia; Jakarta Pusat; On-site; IDR 300.000.000 - 400.000.000; Full time

Job summary

A global technology company is seeking a Service Delivery Manager in Jakarta Pusat, Indonesia, to oversee service delivery operations, ensuring exceptional customer experiences. The ideal candidate will have extensive experience in IT customer service management and vendor relations, with strong analytical and interpersonal skills. Join in enhancing service delivery and optimizing customer satisfaction.

Qualifications

• 5-7 years of experience managing IT-related Customer Service Centres.
• 3-5 years of vendor management experience.
• 2-3 years’ experience as a people manager.

Responsibilities

• Manage day-to-day service operations for superior customer experience.
• Analyze customer issues and improve processes to enhance experience.
• Coordinate with resolution parties on critical incidents.

Skills

Customer service management

Analytical skills

Interpersonal skills

Business acumen

Vendor management

Education

Bachelor's degree in Business Administration, Computer Science or Engineering

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

Description and Requirements

Role Summary

Service Delivery Manager owns the entire in-country service delivery chain to ensure best customer experience in all aspects:

• Manage the day-to-day of 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.

Credentials Needed

• Minimum 5-7 years of direct experience, managing IT-related Customer Service Centres / Field Service.
• Minimum 3-5 years of direct experience on Vendor Management.
• Minimum 2-3 years’ experience being a people manager.
• Bachelor’s degree in Business Administration, Computer Science or Engineering.
• Experience working in MNC environment, interacting with out-country counterpart.
• Excellent interpersonal and communications skills.
• High ability to manage difficult customer issues or escalations.
• Excellent and effective communication skills at all levels - written and verbal.
• Able to organize and prioritize in a fast paced, dynamic work environment.