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Description and Requirements
As an account service delivery manager, you are responsible for overseeing the entire process of delivering services to a dedicated client(s). This means coordinating with different teams and stakeholders, monitoring the performance and quality of the services, resolving any issues or risks, and communicating regularly with the client and internal teams. You will be maintaining service level agreements (SLAs) and key performance indicators (KPIs), planning and managing resources, budget, and timeline of each project, reviewing and approving scope, deliverables, and milestones of each project. Escalating and resolving any problems or conflicts that arise during service delivery process, reporting progress, results, and feedback to the client and internal senior management and leadership team. Building and maintaining relationships with the client and internal teams, and seeking opportunities for improvement in the service delivery process.
This is not a people manager role.
Skills, Qualification and Responsibilities:
- Hold a combination of technical, business, and interpersonal skills, as well as relevant education and experience in customer service, project management, and IT/Service Industry.
- Project management certifications such as PMP, PRINCE2, or Agile are of advantage.
- A proven track record of successfully delivering complex and high-value services to clients.
- Knowledge of service delivery methodologies, tools, and best practices;
- An understanding of the client's business needs, goals, and challenges;
- Analytical, problem-solving, and decision-making skills;
- Excellent communication, presentation, and negotiation skills;
- The ability to work effectively in a cross-functional and multicultural environment;
- A passion for customer service and quality.
- You act as a global, single point of contact committed to ensuring an exceptional Lenovo services experience
- Provide regular, comprehensive reporting of key metrics, analyze the results, then proactively work with your customer to address issues and improve processes
- Maximizes the value of the customer's investment in Lenovo products and services throughout the lifecycle of the service contract
- Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and effectively managed Qualifications.
Position Requirements:
- 5+ years relevant experience (customer facing, large accounts, industry related)
- Excellent oral and written English and German skills (both are mandatory)
- Bachelor's Degree in Electronics, Industrial. Strong knowledge of services operations and Customer
- Excellent interpersonal and communications skills, must be able to work well with people in other countries
- At least 3 years' experience in hardware maintenance services, experience in Customer Service roles or similar positions
- ITIL Foundations +V3 (if available)
- Ability to multitask, prioritize & manage time effectively to meet deliverable's deadlines using multiple tools (phone, email, instant messaging, meeting).
- Willingness to travel (monthly travelling to Germany and occasional international business trips)
Applicable to Slovakia only: Base gross monthly salary starts from 2.500 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also a variable part (a bonus) in value of 12% of your annual earnings.
What we offer:
- Opportunities for career development & growth
- Opportunity to have impact and bring own added value
- Access to various trainings
- Performance based rewards
- Hybrid office model
You will report to SSG (Solutions & Services Group) organization structure.
SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers' stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.
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.
Additional Locations:
* Romania - Bucureşti - Bucharest