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Summary You will act as the Single Point of contact for customers, partners and vendors and the internal business division, to fulfill the contracts within the given time and budget.
This structure can differ by customer and contract, but in general, you are the owner of the relationship across the various parties. You are an experienced leader with a project or contract experience in a multi-country environment. Managing cultural differences is also something you enjoy as you also find it inspiring to develop a contract over a period of time in accordance with technology and business changes.
You are a real hands-on person with project/service management skills, organizational strength and visionary ideas you know how to sell.
Key Responsibilities
- This role will impact business both internally and externally.
- You are responsible for working against SLA KPI agreements and work against overall contract profitability with theoverall goals of increasing theefficiency and effectiveness of the contract thereby increasing customer satisfaction.
- Sound business understanding is required along with effective leadership skills.
- Decision-making, contract negotiation and management come along with solution development.
- You need to be an effective communicator and negotiator.
- This individual should be an effective leader and team player taking and executing the direction for the team. Strong ethical standards and work ethic.
Role Description
- Lead complex service delivery processes, develop creative resolutions to complex problems and ensure contractual support service deliverables are understood and managed effectively.
- Maximize the value of the customer's investment in Lenovo products and services throughout the end to end customer life-cycle. Manage customer escalations and act as the customer's advocate.
- Ensure effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers.
- Compile, analyse and interpret statistical data and trends relating to service level and operational effectiveness.
- Act as a single point of contact for customer escalations and own the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
- Develop and deliver post-incident reports on all critical support incidents, adhere to customer support plans and relationships.
- Manage Lenovo and Vendor's invoices (invoices and purchase orders)
- Control account PL.
- Responsible to verify cost model content and pricing match the SOW during handover from transition to steady-state.
- Manage appropriate internal and external resources to meet set deadlines.
Qualification Experience
- Degree in IT or related discipline.
- Eight to Ten years experience in Service Delivery management as a customer facing role.
- Excellent project management and analytical skills.
- Excellent communication and collaboration skills.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
