Lenovo | [LPS] Service Delivery Manager

3 days ago

Singapore Lenovo Full time

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.
This role maximizes customer satisfaction and business value by ensuring solutions run in accordance with customers' contracts and by ensuring scalable maintenance of the solutions.
Description and Requirements
You Will
Define maintenance strategies in accordance with customer requirements.
Monitor customer service KPIs and maintenance budget, and drive associated action plans.
Manage or oversee dedicated field customer support.
Ensure adequate communication with customer and internal stakeholders through meetings and reporting.
Propose improvements to maintenance strategy throughout the life of the contract.
Ensure proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders.
Understand technical specifications and client requirements, and solution architecture.
Define strategy and manage maintenance activities for simple solutions.
Manage critical situations with the customer potentially with guidance of the lead or expert or senior peer.
Prepare and communicate Supports Activities Reports.
Lead a team of IT support specialists, ensuring high-quality managed services for system management platforms.
Develop, implement, and refine service delivery strategies to align with customer requirements.
Collaborate with cross-functional teams to ensure effective integration and operation of system management services.
Monitor and enhance system management performance, proactively resolving issues to consistently meet or exceed SLAs.
Establish and enforce security protocols to safeguard and ensure compliance with industry standards.
Keep abreast of industry trends and innovations to promote continuous improvement and best practices.
If you require an accommodation to complete this application, please
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