Service Delivery Manager - Device as a Service

Position Responsibilities

• This role will impact business both internally and externally.
• You are responsible to work against SLA & KPI agreements and work against overall contract profitability with overall goals of increasing efficiency and effectiveness of the contract thereby increasing customer satisfaction.
• Sound business understanding is required along with effective leadership skills.
• Decision making, contract negotiation and management comes along with solution development.
• You need to be an effective communicator and negotiator. This individual should be an effective leader and team player taking and executing the direction for the team. Strong ethical standards and work ethic.
• -End to End Delivery of Managed Services

Among the other responsibilities are:

• Lead complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively
• Maximize the value of the customer s investment in Lenovo products and services throughout the end to end customer life-cycle. Manage customer escalations and act as the customer s advocate.
• Ensure effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers
• Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness
• Act as a single point of contact for customer escalations and own the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
• Develop and deliver post incident reports on all critical support incidents, adhere to customer support plans and relationships,
• Manage Lenovo and Vendor s invoices (invoices and purchase orders)
• Control account P&L
• Manage appropriate internal and external resources to meet set deadlines

Position Requirements:

Managed Services

• Possesses strong working knowledge of General PC HW break-fix with comprehensive SLA Management
• Possesses strong working knowledge about Software Break-fix (PC- Incident Management)
• Sound Service Delivery Knowledge about Image Management - E2E
• Sound Service Delivery of Security Patch Management - SLA Driven , Roll out Groups, Pilot Testing of Patch Management etc
• Sound Service Delivery knowledge of Application Packaging/ Custom application packaging/ Application packaging automation
• Sound Service Delivery knowledge of Software Distribution

Device as a Service

• Strong experience in similar position within IT Services
• experience in As a Service solution incl. calculation and billing is good to be shown

• Sound understanding of Accounts Receivable and Accounts Payable concepts
• Good understanding of Logistics function
• Good understanding of PC Supply Chain
• Good Exposure to Leasing finance
• Ability to influence Senior Leadership/ Customer to get Business objectives accomplished
• Good Exposure and understanding of the After Sales Support of the PC Industry
• Sound business acumen along with effective decision making, contract negotiation and management, solution development.
• Project management and organizational skills to lead end to end solution development.
• Good communication skills to be able effectively communicate and negotiate.
• Travel required around 20%
• Business Fluent English

Key Competencies

• Client Facing Experience
• Relevant Services Experience
• Contract Mgmnt
• Financial Mgmnt
• Transition Mgmnt
• Technology & Innovation

And the associated key competancies for the SC role:-

• Client Experience
• Order Management
• Account Administration
• Productivity Improvement