Job Information
Lenovo Service Delivery Manager - Device as a Service in Karnataka, India
Service Delivery Manager - Device as a Service
General Information
Req #
WD00069103
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Saturday, July 27, 2024
Working time:
Full-time
Additional Locations :
India - Karnātaka - Bangalore
India - Karnātaka - BANGALORE
Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub (https://news.lenovo.com/) .
Description and Requirements
Position Responsibilities
This role will impact business both internally and externally.
You are responsible to work against SLA & KPI agreements and work against overall contract profitability with overall goals of increasing efficiency 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 comes 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.
-End to End Delivery of Managed Services
Among the other responsibilities are:
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, analyze 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 P&L
Manage appropriate internal and external resources to meet set deadlines
Position Requirements:
Managed Services
Possesses strong working knowledge of General PC HW break-fix with comprehensive SLA Management
Possesses strong working knowledge about Software Break-fix (PC- Incident Management)
Sound Service Delivery Knowledge about Image Management – E2E
Sound Service Delivery of Security Patch Management – SLA Driven , Roll out Groups, Pilot Testing of Patch Management etc
Sound Service Delivery knowledge of Application Packaging/ Custom application packaging/ Application packaging automation
Sound Service Delivery knowledge of Software Distribution
Device as a Service
Strong experience in similar position within IT Services
experience in As a Service solution incl. calculation and billing is good to be shown
Sound understanding of Accounts Receivable and Accounts Payable concepts
Good understanding of Logistics function
Good understanding of PC Supply Chain
Good Exposure to Leasing finance
Ability to influence Senior Leadership/ Customer to get Business objectives accomplished
Good Exposure and understanding of the After Sales Support of the PC Industry
Sound business acumen along with effective decision making, contract negotiation and management, solution development.
Project management and organizational skills to lead end to end solution development.
Good communication skills to be able effectively communicate and negotiate.
Travel required around 20%
Business Fluent English
Key Competencies
Client Facing Experience
Relevant Services Experience
Contract Mgmnt
Financial Mgmnt
Transition Mgmnt
Technology & Innovation
And the associated key competancies for the SC role:-
Client Experience
Order Management
Account Administration
Productivity Improvement
Additional Locations :
India - Karnātaka - Bangalore
India - Karnātaka - BANGALORE
India
India - Karnātaka
India - Karnātaka - Bangalore , * India - Karnātaka - BANGALORE
NOTICE FOR PUBLIC
At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.
Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.
Kindly verify job offers through the official Lenovo careers page (https://jobs.lenovo.com/en_US/careers) or contact IndiaTA@lenovo.com. Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.