Service Delivery Manager at Lenovo

Description

• The Service Delivery Manager will have end-to-end responsibility for all Commercial and Consumer segment Service Delivery in Nigeria. 
• The Service Delivery Manager acts as the focal point for Commercial and Consumer Services.

Responsibilities
These are your detailed responsibilities:

• End-to-end responsibility for service delivery to our Commercial and Consumer segment customers via the network of Service providers (AWSP and CCI)
• Managing KPI’s and Operational performance of the service provider network that provides a repair service on behalf of Lenovo
• Initiating and driving projects and initiatives focused enhancing on Customer experience, partner experience cost saving and operational excellence.
• Participating in META and EMEA wide regional projects
• Working across the META Service organization to identify and drive improvements in the Nigeria market.  Some examples are:
• Working with the Tech Support team for resolving tech issues for key account customers and in specific customer situations.
• Working with the Logistics team to improve logistic related improvements for the market
• Working with the parts and fulfilment team related to parts requirements specific to Nigeria.
• Contributing to performance reviews with the Executive, Country leadership and Sales teams on Operational performance in the market and any targeted improvement plans and corrective actions
• Identifying potential opportunities for Services Sales and Upsell
• Supporting Premier and Premium Services delivery by working and coordinating with the concerned teams.
• Assisting with resolving customer complaints and ensuing they are centrally logged and directed to the correct team
• Supporting resellers, distributors, and internal Lenovo sales teams in the Market

Organization:

• You will report to our Service Delivery Leader for META supporting customers in Nigeria. You will participate in weekly collaborative planning calls and meetings.

Requirements
What you’ll bring/ Position Requirements:

• Minimum of 5 years’ experience in a senior service-delivery role managing a network of service partners.
• Able to understand business finance and KPI measurements
• PC / Tablet Technical knowledge
• Good understanding of typical Services and Warranty legal terms and conditions of specific region.

What We Will Offer You

• An open and stimulating environment within one of the most forward thinking IT companies
• Flat structures and fast decision-making processes
• A modern and flexible way of working to combine personal and professional life, working from home
• An international team with a high focus on Gender Diversity
• Attractive compensation package
• We are looking forward to discussing this position with you soon!