Vaga de SMO - Service Delivery Manager
1 vaga: | Publicada em 05/04
- A Combinar
Sobre a vaga
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Description and Requirements
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.
In this role you will act as the Single Point of contact for customer, partners
and vendors and internal business division, in order 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 having project or contract experience
in a multi country environment. To manage the cultural differences is also
something you enjoy as you also find it inspiring to develop a contract over the
period of time in accordance to technology and business changes.
You are a real hands-on person with project management skills, organizational
strength and visionary ideas you know how to sell.
- 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.
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 customers investment in Lenovo products and services
throughout the end to end customer life-cycle. Manage customer escalations and act
as the customers 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 Vendors invoices (invoices and purchase orders)
" Control account P&L
" responsible to verify cost model content and pricing matches the SOW during
handover from transition to steadystate
" Manage appropriate internal and external resources to meet set deadlines
Position Requirements:
- 7+ years of experience in similar position within IT Services
- experience in consumption based solution incl. calculation and billing is good
to be shown
- 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 30%
- English language mandatory
At Lenovo we're proud to be an equal opportunity employer. Applications from
people with disabilities are welcome!