Service Delivery Manager

About the role

The purpose of the Service Delivery Manager (SDM) role is to foster, build and maintain a strong relationship between Lenovo and its customers. The SDM understands the needs and preferences of key customers, ensuring that their interactions with Lenovo are positive and seamless. This involves identifying opportunities to upsell or cross-sell, resolving issues or complaints, and providing personalized attention and support.

Key responsibilities

• Develop and execute strategic plans for improving customer satisfaction, loyalty and retention
• Develop a professional relationship with key customer stakeholders (executive level) and act as a single point of contact for the customer for all issues and challenges relating to the service
• Intimately understand the customer business, future plans and strategy to provide additional services and value, thereby expanding the services footprint
• Work with and/or coordinate multiple Service Delivery Managers dedicated to a common engagement or a small number of large/highly complex customer projects/deliverables
• Develop and put forward both tactical and strategic initiatives and/or service improvement plans to accelerate contract value to bookings
• Work closely with sales teams to ensure customer requirements are met and that sales commitments are fulfilled
• Drive continuous margin improvement programs, including annual contract value growth
• Ensure a great customer experience to gain contract renewals
• Manage customer complaints and escalations related to delivery, and work to resolve them quickly and efficiently
• Establish and assure adherence to budgets, schedules, work plans, and performance requirements

About you

• 5 - 8+ years of strategic technology experience in a sales, customer success or customer support role
• Bachelor's degree in a business-related field
• Strong financial, analytical and problem-solving skills
• Experience providing insights, building relationships with, and driving value to C-Level clients in B2B environment
• Strong executive presence with ability to manage through high intensity, high pressure scenarios
• Experience in reporting at Daily/Weekly/Fortnightly to various stakeholders (Team and Senior Management)
• Deep understanding of the technology stack and support the needs of various engineering teams
• Strong delivery track record with experience collaborating in a globally distributed team
• Very good understanding of ITIL framework, preferably certified
• Excellent communication, leadership and customer service skills