Job Information
Lenovo Global Technical Escalation Service Delivery Manager in Bratislavský kraj, Slovakia
Global Technical Escalation Service Delivery Manager
General Information
Req #
WD00069289
Country/Region:
Slovakia
State:
Bratislavský kraj
City:
Bratislava
Date:
Wednesday, September 11, 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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
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 (https://news.lenovo.com/) .
Description and Requirements
You will have responsibility for coordinating resolution of Global Critical Situation and Technical Escalation issues affecting our business relationship with our largest Global, Strategic and International customers. The core responsibility will be to ensure the quickest service delivery execution while balancing a high customer experience. The role will involve coordination and regular cadence with WW quality and Geo tech leads and communicating progress to our services leadership, sales organization and direct to customers as needed.
The ideal candidate should have experience in technology service, technical support and service delivery. Candidates must also have excellent written and verbal communication skills, the ability to create and sustain urgency and a proven ability to lead large cross-functional communications and engagements across all levels and teams in the organization: regional service teams, WW service function teams, business unit teams, service parts and sales teams.
Key Responsibilities:
WW focal in coordinating global critical customer situations with our Geo Crit/tech escalation and cross functional teams within Lenovo to drive resolution for any severe situations and to prevent potential loss of future business
Ensure an efficient service delivery process is followed and adapted per needs of the business and customer
Align with quality, services and the sales organizations to ensure clear messaging and communications
Lead and participate in discussions with customers (including C-level) globally to gather feedback and provide updates
Utilize all of the company’s resources to resolve customer issues
Develop action plan that will provide a satisfactory outcome for the customer and deliver highest CX
Identify, analyze, and interpret trends/patterns in complex data sets; Thoroughly comprehend impact on global install base
Support Comms package development and plan/process
Assist in the development of new processes and procedures that will enhance our overall service to our customers
Support finding the most cost effective solutions to customers issues within the company guidelines that will satisfy the customer to Lenovo's high standards.
Work closely with management to prioritize business and information needs
Locate and define new process improvement opportunities
Basic Qualifications:
5+ years working experience in the device technology industry.
Ability to work with WW team members, drive WW projects, participate in after-hours calls
Languages: Fluent in English (other languages considered a plus)
Strong communication skills
Excellent organizational skills, including prioritization, time management and multi-tasking
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
Preferred Qualifications:
Bachelor’s degree or equivalent in Computer Science, Computer engineering, Technical or Business discipline; Technical preferred
Effective English written & oral communication skills are critical (other languages considered a plus)
Service Delivery & Support experience in the technology sector preferred
Project Management experience, PMP certification is a plus
Strong familiarity with Lenovo’s PC and accessory hardware portfolio and current diagnostic solution
Ability to think and act both tactically and strategically
Proven track record of taking ownership and driving results in a cross functional environment
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 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