Services Customer Delivery Manager

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Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

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.

Description and Requirements

【Purpose】

The purpose of the Services Customer Delivery Manager (CDM) role is to foster, build and maintain a strong relationship between Lenovo and its customers. The CDM understands the needs and preferences of our key customers, ensuring that their interactions with Lenovo are positive and seamless. This involves identifying opportunities to upsell or cross-sell, resolving issues or complaints, and providing personalized attention and support.

【Role Responsibilities】

• Strong executive presence with ability to manage through high intensity, high pressure scenarios

• Developing and executing strategic plans for improving customer satisfaction, loyalty and retention.

• Develop a professional relationship with key customer stake holders (executive level) and act as a single point of contact for the customer for all issues and challenges relating to the service.

• Intimately understand the customer business, future plans and strategy to be able to provide additional services and value, thereby expanding the services footprint.

• They may also be responsible for working with and / or coordinating multiple Service Delivery Managers dedicated to a common engagement or a small number of large/highly complex customer projects/deliverables.

• Develop and put forward both tactical and strategic initiatives and / or service improvement plans to accelerate contract value to bookings, to allow earlier revenue recognition.

• Work closely with sales teams to ensure customer requirements are met and that sales commitments are fulfilled

• Drive the continuous margin improvement programs, including an annual contract value growth.

• Ensure a great customer experience to gain contract renewals.

• Drive strategic initiatives that will improve effectiveness and client delivery in addition to improving employee engagement and motivation.

• Cost reduction within the program without sacrificing customer satisfaction

• Ensure correct governance & reporting is carried out on a regular cadence

• Ensure global lifecycle management – catalogue creation/management, product availability and/or constraint alerts

• Works with Lenovo Services in aggregating and delivering customer health data (break fix analysis, service history reports) for Quarterly business reviews with the Account executive.

• Ensure technical and related action items and oversees root cause analysis and seek ways to improve customer experience. Bridges the gap between Account Executives, Technical Solution Architects and Level 1/Premier support.

• Ensures the technical escalations are managed through the Support organisation while cases flow through the various support functions; business-impacting technical challenges, intercompany systems, etc. and act as internal Customer advocate to deliver the ‘as a service’ outcomes

• Manage customer complaints and escalations related to delivery, and work to resolve them quickly and efficiently

• Establish and assure adherence to budgets, schedules, work plans, and performance requirements.

• People Management experience is preferred

【Required Knowledge】

• Strong financial, analytical and problem-solving skills. Proactively identify and resolve strategic issues that may impair the team’s ability to meet strategic, financial, and technical goals.

• Experience providing insights, building relationships with, and driving value to C-Level clients in B2B environment

• Strong executive presence with ability to manage through high intensity, high pressure scenarios Establish and assure adherence to budgets, schedules, work plans, and performance requirements.

• Experience in Reporting at Daily/Weekly/Fortnightly to various stake holders (Team and Senior Management).

• Deep understanding of the technology stack and support the needs of various engineering teams.

• Strong delivery track record with experience collaborating in a globally distributed team.

• Should be able to facilitate client workshops using techniques such as design thinking, Report on program performance to stakeholders and internal higher management

• Very good understanding on ITIL framework, preferably certified.

• Excellent communication skill

• Bachelor's degree in a business-related field.

• Excellent leadership and customer service skills.

• Strong customer service, project management, and quality control skills.

• Good resource planning skills.

• Strong teamwork skills and attention to detail.

• 5 - 8+ years of strategic technology experience in a sales, customer success or customer support role