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Description and Requirements
The Service Delivery Manager will have end-to-end responsibility for all Commercial and Consumer segment Service Delivery in Nigeria and surrounding countries. You will act as the focal point for Commercial and Consumer Services and will be based in Lagos, Nigeria.
You will report to our Service Delivery Leader for META supporting customers in Nigeria and other surrounding countries; and will participate in weekly collaborative planning calls and meetings.
These are your detailed responsibilities:
- End-to-end responsibility for service delivery to our Commercial and Consumer segment customers via the network of Service providers
- Manage assigned KPI's and Operational performance of the service provider network that provides repair service on behalf of Lenovo
- Support Premier and Premium Services delivery by working and coordinating with the concerned teams
- Identify potential opportunities for Services Sales and Upsell
- Drive projects focused on enhancing Customer experience, Partner experience, cost savings and operational excellence in your territory and surrounding countries
- Contribute to performance reviews with the Executive, Country leadership and Sales teams on Operational performance in the market and any targeted improvement plans and corrective actions
- Participate in periodical key customer account and partner reviews along with the Sales
- Leverage service performance metrics to drive continuous improvement, fostering superior partner performance and an exceptional customer experience
- Assist with resolving customer complaints and ensuing they are centrally logged and directed to the correct teams for timely resolution
- Support resellers, distributors, and internal Lenovo sales teams in the Market
What you'll bring/ Position Requirements:
- Minimum 5 years' experience in a service-delivery role in the IT industry managing a network of service partners
- Able to understand business finance and Service delivery KPI measurements, customer requirements and expectations to deliver high quality service
- Good understanding of typical Services and Warranty legal terms and conditions of specific region; as well as PC / Tablet Technical knowledge
- Proficiency in written and spoken English. Knowledge of French will be an added advantage
- Willingness to travel
What We Will Offer You:
- An open and stimulating environment within one of the most forward thinking IT companies
- A good potential to grow both professionally and personally
- An international team with a high focus on Gender Diversity
- Attractive compensation package
- Performance based rewards
- Access to various trainings
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 looking forward to discussing this position with you soon!
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:
* Nigeria - Lagos - Ikoyi