Service Delivery Manager

　　General Information

　　Req #

　　100014992

　　Career area:

　　Services

　　Date:

　　Friday, January 12, 2024

　　Additional Locations :

　　FranceWhy Work at Lenovo

　　Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive.

　　And we go big. No, not big—huge.

　　We’re not just a Fortune 500 company, we’re one of Fortune’s Most Admired. We’re in 180 countries, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

　　With our ingenuity, we help millions—not just the select few—experience our version of a smarter future.

　　The one thing that’s missing? Well… you...

　　Description and Requirements

　　Service Delivery Manager

　　This is an upcoming opportunity. Official hiring starts soon

　　This position requires to manage agreed service providers for PC repairs in France. The desired candidate will manage the E2E partner lifecycle (activation, monitors performance, and termination, if any). Guides partners on daily operations, understands CRM systems, manages service escalations. The selected candidate will be go-to person for the partners in France, as well as for sales on questions and tenders concerning these partners. The role requires conducting performance reviews (QBR) with main suppliers, collaborating with different teams across EMEA to bring resolution to service escalations. Ensure desired customer satisfaction & service KPIs are fulfilled. Ideal candidate has relevant experience with PC repair service providers in France.

　　Services knowledge of commonly used concepts, practices and procedures are required. The candidate will work under supervision of a Regional Service Delivery Lead. The focus is ensure partners in France provide excellent service standards, and maintain high customer satisfaction. Budget and expenditure control of the services in scope is required.

　　Successful candidates will possess excellent communication skills to work closely with teammates and business users on an international context. Must be capable to understand the service delivery business and measure it accurately with analytic tools. A strong candidate must be analytical, logical, and able to learn quickly, using metrics that cover many different areas of the business.

　　What You will do:

　　Daily manages the authorised service partners in France, ensures on target KPIs (financial, operational, CX). Uses available data tools for this purpose.

　　Proposes process enhancements, is capable of challenge the status quo to bring revenue, efficiency and customer satisfaction

　　Is the face to local sales on topics related to the position scope

　　Handle internal & external customer escalations via phone, email, mail. Advises on Lenovo services conditions, identifies complaint root cause and follows-up claims upon their resolution.

　　Ability to work as a team player, ensuring good communication across multiple teams within the organization.

　　Build sustainable relationships of trust within internal & external stakeholders

　　Keep records of customer interactions, process customer accounts and file documents

　　Follows procedures, guidelines and policies

　　Participates in projects to support vendor process enhancements also at EMEA level

　　Has experience to present business results in front of executives

　　What we expect from You:

　　Proven customer support experience, customer oriented

　　Experience managing vendors, building local vendor relationships

　　Capable of providing accurate analysis on KPIs, trends by using the right methods/tools. Proposes and drives improvement actions out of it

　　Track record of overachieving quantifiable KPIs

　　Strong communication skills, active listening to adapt to different situations

　　Excellent presentation skills, also on executive level: PPT, excel, meetings

　　Familiar with CRM systems and practices

　　Understands & quantifies costs related to our business

　　Ability to multi-task, prioritize & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meetings).

　　Fluency in written & oral French, and English

　　Bachelor’s degree required

　　Minimum 3 year’s relevant working experience

　　What we offer You:

　　Medical Insurance

　　Pension/ Retirement Plan

　　Lenovo and Motorola Product Discounts

　　Internal E-learning Development Platform Available for Employees

　　Employee Assistance Program, e.g., for health, legal & financial consultancy

　　About Lenovo

　　Our story began more than three decades ago with a team of eleven engineers in China. Today, we are a diverse group of forward thinkers and innovators in more than 180 markets, constantly reimagining technology to make the world more interesting and to solve tough global challenges.

　　We are dedicated to transforming our customers’ experience with technology—and how it, and they, interact with the world around us. We call this Intelligent Transformation. We are setting the stage for what’s possible with technology shaped by Augmented Intelligence, capable of enhancing and elevating human capability.

　　We have a proven history of results with $43B in revenue, hundreds of millions of customers, and four devices sold per second. We owe our success to having:

　　-The broadest range of connected devices, from smartphones to the data center.

　　-Unmatched efficiency, driven by our scale & end-to-end control of our supply chain

　　-A highly adaptative multi-business strategy Lenovo also has a diverse employee culture. As a true global company, our leaders and employees come from various cultures across the globe. Everyone at Lenovo takes great pride in our ability to attract top talent from diverse backgrounds. We view our differences as a source of strength in building a culture that helps us achieve our goals.

　　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 :

　　France

　　France