SMO - Service Delivery Manager

General Information

Req #

WD00061971

Career area:

Services

Country/Region:

Brazil

State:

São Paulo

City:

Sao Paulo

Date:

Thursday, April 4, 2024

Working time:

Full-time

Additional Locations :

• Brazil - São Paulo - São Paulo

• United States of America - North Carolina - Morrisville

• Brazil - São Paulo - Sao Paulo

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$62 billion revenue global technology powerhouse, ranked #171 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 ourStoryHub (https://news.lenovo.com/) .

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 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

• 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!

Additional Locations :

• Brazil - São Paulo - São Paulo

• United States of America - North Carolina - Morrisville

• Brazil - São Paulo - Sao Paulo

• Brazil, * United States of America

• Brazil - São Paulo , * United States of America - North Carolina

• Brazil - São Paulo - São Paulo , * United States of America - North Carolina - Morrisville , * Brazil - São Paulo - Sao Paulo