Service Delivery Manager

Lenovo; Petaling Jaya; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading global technology company in Malaysia is seeking a Service Delivery Manager to act as the primary contact for customers and partners, ensuring contracts are fulfilled on time and within budget. This role requires strong leadership and project management skills, as well as the ability to navigate cultural differences in a multi-country environment. You will be responsible for enhancing customer satisfaction and profitability through effective contract management and service delivery.

Qualifications

• Experience in service delivery management.
• Sound business understanding required.
• Ability to manage cultural differences.

Responsibilities

• Lead complex service delivery processes.
• Maximize customer investment value.
• Manage customer escalations effectively.
• Compile and analyze service level data.
• Control account P&L.

Skills

Project management

Contract negotiation

Effective communication

Leadership

Problem-solving

Job description

You will act as the Single Point of contact for customers, partners and vendors and the internal business division, to fulfil the contracts within the given time and budget.

This structure can differ by customer and contract, but in general, you are the owner of the relationship across the various parties. You are an experienced leader with having a project or contract experience in a multi-country environment. To manage the cultural differences is also something you enjoy as you also find it inspiring to develop a contract over a period of time in accordance with technology and business changes.

You are a real hands‑on person with project/service management skills, organizational strength and visionary ideas you know how to sell. This role will impact business both internally and externally.

You are responsible to work against SLA & KPI agreements and work against overall contract profitability with overall goals of increasing efficiency and effectiveness of the contract thereby increasing customer satisfaction.

Sound business understanding is required along with effective leadership skills. Decision making, contract negotiation and management come along with solution development. You need to be an effective communicator and negotiator.

This individual should be an effective leader and team player taking and executing the direction for the team. Strong ethical standards and work ethic.

Role Description:

Lead complex service delivery processes, develop creative resolutions to complex problems and ensure contractual support service deliverables are understood and managed effectively.

Maximize the value of the customer’s investment in Lenovo products and services throughout the end to end customer life‑cycle. Manage customer escalations and act as the customer’s advocate.

Ensure effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers.

Compile, analyse and interpret statistical data and trends relating to service level and operational effectiveness.

Act as a single point of contact for customer escalations and own the coordination and oversight to problem‑solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.

Develop and deliver post‑incident reports on all critical support incidents, adhere to customer support plans and relationships.

Manage Lenovo and Vendor’s invoices (invoices and purchase orders)

Control account P&L.

Responsible to verify cost model content and pricing match the SOW during handover from transition to steady‑state.

Manage appropriate internal and external resources to meet set deadlines.

Unlock job insights

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a service delivery manager?
• Which of the following languages are you fluent in?