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DACH Service Delivery Manager General Information Req # WD00067377 Career area: Services Country/Region: Slovakia State: Bratislavský kraj City: Bratislava Date: Friday, June 21, 2024 Working time: Full-time Additional Locations :  * Slovakia 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 #217 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 our StoryHub .  Description and Requirements The Service Delivery Manager (SDM) is responsible for the IDG service Delivery in the DACH (Germany, Austria, Switzerland) territory (this is not a people manager role). The Service Delivery Manager will drive improvements in market service models, help and supervise the service models in achieving the SLAs and KPIs required by contract. Actively lead and coach cross-functional teams in the application of process improvement, project and change management best practices. Interacts with internal and external customers, including speaking with customers, monitoring performance reports and communications. The SDM will interface with regional services team, finance, procurement, sales, operations, finance, other members of the regional services operation department and field services suppliers while working to secure an appropriate management and achieve business goals. Articulate the objectives of an assigned program/project as they apply to the attainment of organization & individual objectives. The SDM will handle: Customer Satisfaction Management: Lead complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively Identify and analysis customer’s concerns and issues; and develop improvement plan to meet customer satisfaction Build and maintain internal and external customer relationship Provide support to resolve customer issues Work with sales, pre-sales and product support team to address customer concern on product issue Analyze at cases and surveys at macro level in order to detect issues with consumer service performance Owner of pay for performance process.  BMS with main retailers and corporate clients to maintain an accurate customer service Create monthly Service metrics reports to present in the regional meeting. Control market service delivery operation trough the accomplishment of the KPIs (Turn Around Time, Repeated Repair Rate, Customer Experience Indicators, etc.) Services Partner Management: Manages service partners, directly and in-directly, to deliver maintenance services to Lenovo customer Manage service partner's costs and drive service delivery performance Develops service quality improvement and enhancement plans to improve efficiency and achieve cost saving Business and Process Management Identifies any cost saving opportunities and drives cost saving initiatives Streamline and provide recommendation to improve the service process Holds a solid BMS related to his role, open activities and future improvement plan Position Requirements: 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 3-5 years in Customer Service roles or similar positions. ITIL Foundations V3 Preferred. Excellent oral and written English skills (Mandatory) German language is an advantage Ability to multitask, prioritize & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meeting). Base gross monthly salary starts from 1.750 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 variable part (a bonus) in value of 12% of your annual earnings. What Lenovo can offer you: 3 sick days per year Additional vacation days 100% sick leave compensation up to 2 months per year A broad selection of soft and hard skills trainings and individual mentoring 1:1 contribution to the Third Pillar Pension System Home office flexibility upon team agreement 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 :  * Slovakia * Slovakia