Service Delivery Manager: CX Leader & Operations Optimizer

Lenovo; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Service delivery management

Vendor management

Customer experience

Stakeholder communication

Incident management

Budget management

Education

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

Job description

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.