Service Delivery Manager


Company :  Lenovo
Location :  Federal Territory of Kuala Lumpur, Malaysia
Job Type :  Full-time
Job Status :  Permanent


* An opportunity to work for a market leader

* Work in a fast-paced, energetic, action-oriented, and intellectually stimulating environment

* Be part of a dynamic and supportive team

* The ASEAN Service Delivery Manager is responsible for the DCG service Delivery in South East Asia. He/she will be responsible for:

Client Satisfaction Management:

* Identifies and analyses customer’s concerns and issues; and drive resolution to meet customer satisfaction

* Integrate either Lenovo or external service provider to resolve issues for clients.

* Builds and maintains customer relationship for clients

Vendor and Supplier Management:

* Manages service partners to deliver the services according to KPI and scope of work.

* Manage the service partner's costs and drive service delivery performance.

* Develops service quality improvement and enhancement plans to improve efficiency and cost saving.

Business Management:

* Identifies any cost saving opportunities and drives cost saving plans.

* Understands the service delivery cost structure and is familiar with the service cost elements

* Manage the post-sales support P&L; in the region.

Service Delivery Management:

* Manages the internal projects to deploy Lenovo global initiatives

* Initiates AP service delivery improvement projects

* Manages the service account managers

Working conditions

* Moderate travel based on requirement

* Client holidays are observed instead of country local holidays Requirements

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

* At least 5 years experience in maintenance services

* At least 2 years experience in management position.

* Experience in managing offshore models and distributed and remote team management

* Experience in managing call center or field support preferred

* Mix of technical, business and program (i.e. Problem, Change and Incident Management) skills

* Client facing and communication experience

* IT Project Management

* Applied knowledge and understanding of the ITIL disciplines

* Language: Excellent oral and written in English and Malay is preferred (other language ability is a bonus)

*Job ID #:* 59409

*Position Title:* Service Delivery Manager

*Location:* MYS-Kuala Lumpur

*Functional Area:* Services

*Facility:* Corporate Office

*Relocation Provided:* No

*Education Required:* Bachelors Degree

*Experience Required:* 5 - 7 Years

*Travel Percent:* 20

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