Job Description

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Service Delivery Manager

Advertiser: Lenovo3 out of 53.0 overall rating (37 employee reviews) More jobs from this company

Job Information

Job Listing Date
10 Nov 2019
Location
Melbourne, CBD & Inner Suburbs
Work Type
Full Time
Classification
Information & Communication Technology, Management

Service Delivery Manager

The Services Delivery Manager will be responsible for managing the overall customer relationship. This role will impact business both internally and externally with overall goals of increasing efficiency and effectiveness of the department thereby increasing customer satisfaction.

• This person will act as the Focal point for partners, vendors and Business Delivery Managers and is also the connection between customer and service providers in order to establish a correct way of working

• Sound business acumen is required along with effective decision making, contract negotiation and management, solution development. Project management and organizational skills to lead end to end solution development. Individual must be an effective communicator, project manager and negotiator. This individual should be an effective individual contributor and team player taking and executing the direction for the team. Strong ethical standards and work ethic.

 

Position Requirements:Major Responsibilities:

• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively
• Maximizes the value of the customer’s investment in Lenovo products and services throughout the end to end customer lifecycle. The SDM manages customer escalations and acts as the customer’s advocate.
• Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers
• Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness
• Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
• Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships,
• Uses complex analytical skills to recognize trends and improve performance.
• Manage all client deliverables within assigned service contracts
• Identifies and leads continuous improvement activities in support of customer or internal business processes
• Contract Negotiation and Management
• Customer communication Plan including meeting agendas and minutes, task and escalation tracking
• Manage Lenovo and Vendor’s invoices (invoices and purchase orders)
• Control account P&L
• Manage appropriate internal and external resources to meet set deadlines

The Services Delivery Manager will be responsible for managing the overall customer relationship. This role will impact business both internally and externally with overall goals of increasing efficiency and effectiveness of the department thereby increasing customer satisfaction.

• This person will act as the Focal point for partners, vendors and Business Delivery Managers and is also the connection between customer and service providers in order to establish a correct way of working

• Sound business acumen is required along with effective decision making, contract negotiation and management, solution development. Project management and organizational skills to lead end to end solution development. Individual must be an effective communicator, project manager and negotiator. This individual should be an effective individual contributor and team player taking and executing the direction for the team. Strong ethical standards and work ethic.

 

Position Requirements:Major Responsibilities:

• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively
• Maximizes the value of the customer’s investment in Lenovo products and services throughout the end to end customer lifecycle. The SDM manages customer escalations and acts as the customer’s advocate.
• Ensures effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers
• Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness
• Acts as a single point of contact for customer escalations and owns the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
• Develops and delivers post incident reports on all critical support incidents, adheres to customer support plans and relationships,
• Uses complex analytical skills to recognize trends and improve performance.
• Manage all client deliverables within assigned service contracts
• Identifies and leads continuous improvement activities in support of customer or internal business processes
• Contract Negotiation and Management
• Customer communication Plan including meeting agendas and minutes, task and escalation tracking
• Manage Lenovo and Vendor’s invoices (invoices and purchase orders)
• Control account P&L
• Manage appropriate internal and external resources to meet set deadlines

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a service delivery manager?
  • How many years of project management experience do you have?
  • Do you have customer service experience?
  • Do you have experience in a role which requires relationship management experience?

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