Service Delivery Manager

Lenovo; Petaling Jaya; Vor Ort; MYR 120.000 - 180.000; Vollzeit

Zusammenfassung

Lenovo is seeking a Service Delivery Manager in Malaysia to own the in-country service delivery chain and ensure top customer experience. You will manage day-to-day service operations, analyze root causes, and coordinate incident resolution.

Responsibilities include partnering with service partners, enforcing SLAs, controlling costs, and driving continuous service improvement across touchpoints. Previous vendor management and strong communication skills are essential.

Qualifikationen

• Minimum 5-7 years of direct experience managing IT-related customer service or field service.
• Minimum 3-5 years of direct experience on Vendor Management.
• Bachelor's degree in Business Administration, Computer Science or Engineering.
• Experience working in MNC environments and cross-border collaboration.
• Excellent interpersonal and communications skills.

Aufgaben

• Manage day-to-day service operations to deliver superior services.
• Analyze customer dissatisfaction, root causes, and drive process improvements.
• Own critical incidents and coordinate with resolution parties.
• Serve as CX focal to promote best practices across service touch points.
• Analyze internal and third-party processes and develop optimization strategies.
• Conduct Service Partners Audits ensuring compliance.
• Manage performance and SLAs of Service Partners.
• Control overall service delivery costs within budget.
• Build strong relationships with teams and stakeholders.
• Identify opportunities for Upsell Advanced Services and partnerships.

Kenntnisse

Service delivery management

Vendor management

Customer experience

Stakeholder communication

Incident management

Budget management

Ausbildung

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

Jobbeschreibung

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

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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).

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 www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

Overview - 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.

Qualification and Experience

• 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.
• 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.

If you require an accommodation to complete this application, please contact [e-mail]