Service Delivery Manager, Turkiye

Why Work at Lenovo

Description and Requirements

As a Service Delivery Manager You will have end-to-end responsibility for all Commercial and Consumer segment Service Delivery in Turkiye. The role reports to the Service Delivery Leader for the META region. You would act as the focal point for Commercial and Consumer Services across the Turkiye Market.

What You will do:

• Managing KPI’s and Operational performance of the service provider network that provides a repair service on behalf of Lenovo
• Initiating and driving projects and initiatives focused enhancing on Customer experience, partner experience cost saving and operational excellence.
• Participating in META and EMEA wide regional projects as well as Working across the META Service organization (Technical Support, Premier and Premium Services , Logistics and Parts and fulfillment teams) to identify and drive improvements in the Turkiye market.
• Contributing to performance reviews with the Turkiye Executive leadership team and Sales teams on Operational performance in the market and any targeted improvement plans and corrective actions
• Vendor Management
• Identifying potential opportunities for Services Sales and Upsell
• Assisting with resolving customer complaints and ensuing they are centrally logged and directed to the correct team

Position Requirements:

• Customer focused approach with high efficiency at task execution, problem solving and handling customer special cases and escalations.
• Fluent in English ( Written and Verbal) and Turkish.
• Strong experience with end to end process; performance and vendor management.
• Strong Service Delivery front- and back-end knowledge
• Good understanding of typical Services and Warranty legal terms and conditions of specific region
• High negotiation and influencing skills; communication skills and ability to present / lead discussions at Executive Leadership level and with the Enterprise Customers.
• Ability to matrix manage across teams / organization to deliver results
• Basic level PC / Tablet Technical knowledge would be beneficial
• Data driven and Presentation building with data analysis.
• Bachelor’s Degree or minimum 5 years’ experience in a senior service-delivery role managing a network of service partners.

What We will offer You:

• Medical Insurance Plan
• Life Insurance
• Meal Vouchers
• Transportation Allowance
• Employee Referral Bonus
• Children of Lenovo Employees Scholarship Program
• Employee Assistance Program, e.g., for health, legal & financial consultancy
• Internal E-learning Development Platform Available for Employees