Service Delivery Manager / Operations Head

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.

Mandatory Requirements

Education: Bachelor’s degree or equivalent is preferred.

Experience: 12-15 years working experience; 3 -5 Years customer services

Working Days : 6 days

Job Description

• Excellent communication and negotiation skills including verbal written English Language
• Persistent, detail oriented, able to multitask.
• Experience in handling large, enterprise customers.
• Work directly from client’s onsite location(s)
• Hands on Operational Engagement
• Collaboration and Influence a must.
• Strong in people process management, process-driven and result oriented.
  
  

Key Responsibilities

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and oversea the execution for implemented
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
• Building strong relationships with teams and stakeholders to enable effective communications.
• Enabling high-level performance benchmarks for access for IT Infrastructures
• Operational ability in a diverse, large-scale environment
• Expertise in people management and leadership
• Project management skills including execution of tasks, while managing risk and ensuring on time delivery.
  
  

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.