Senior Customer Delivery Manager

Why Work at Lenovo

Description and Requirements

Our new Services Customer Delivery Manager (CDM) role will foster, build and maintain a strong relationship between Lenovo and its customers. The CDM understands the needs and preferences of our 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.

What You will do:

• Developing and executing strategic plans for improving customer satisfaction, loyalty and retention. Strong executive presence with ability to manage through high intensity, high pressure scenarios
• Develop a professional relationship with key customer stake holders (executive level) and act as a single point of contact for the customer for all issues and challenges relating to the service.
• They may also be responsible for working with and / or coordinating multiple Service Delivery Managers dedicated to a common engagement or a small number of large/highly complex customer projects/deliverables.
• Drive the continuous margin improvement programs, including an annual contract value growth.
• Ensure a great customer experience to gain contract renewals. Drive strategic initiatives that will improve effectiveness and client delivery in addition to improving employee engagement and motivation.
• Cost reduction within the program without sacrificing customer satisfaction. Ensure global lifecycle management – catalogue creation/management, product availability and/or constraint alerts
• Establish and assure adherence to budgets, schedules, work plans, and performance requirements.
• Strong financial, analytical and problem-solving skills. Proactively identify and resolve strategic issues that may impair the team’s ability to meet strategic, financial, and technical goals.
• Experience providing insights, building relationships with, and driving value to C-Level clients in B2B environment. Establish and assure adherence to budgets, schedules, work plans, and performance requirements.
• 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 on ITIL framework, preferably certified.
• Bachelor's degree in a business-related field.
• 5 - 8+ years of strategic technology experience in a sales, customer success or customer support role
• Traveling up to 40% of the time.

What we will offer You:

• Holiday purchase
• Private medical
• Income protection
• Attractive pension scheme
• Positive work life balance
• Learning and development
• Life insurance
• Lenovo and Motorola products discounts

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 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 Digital Workplace solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.