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Service Delivery Professional

2 months ago

Ikoyi, Nigeria Lenovo Full time

Req No.: WD00068080

Job Description

  • The Service Delivery Manager will have end-to-end responsibility for all Commercial and Consumer segment Service Delivery in Nigeria and surrounding countries.
  • You will act as the focal point for Commercial and Consumer Services and will be based in Lagos, Nigeria.
  • You will report to our Service Delivery Leader for META supporting customers in Nigeria and other surrounding countries; and will participate in weekly collaborative planning calls and meetings.
  • 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.

Responsibilities
These are your detailed responsibilities:

  • End-to-end responsibility for service delivery to our Commercial and Consumer segment customers via the network of Service providers
  • Manage assigned KPI’s and Operational performance of the service provider network that provides repair service on behalf of Lenovo
  • Support Premier and Premium Services delivery by working and coordinating with the concerned teams
  • Identify potential opportunities for Services Sales and Upsell
  • Drive projects focused on enhancing Customer experience, Partner experience, cost savings and operational excellence in your territory and surrounding countries
  • Contribute to performance reviews with the Executive, Country leadership and Sales teams on Operational performance in the market and any targeted improvement plans and corrective actions
  • Participate in periodical key customer account and partner reviews along with the Sales
  • Leverage service performance metrics to drive continuous improvement, fostering superior partner performance and an exceptional customer experience
  • Assist with resolving customer complaints and ensuing they are centrally logged and directed to the correct teams for timely resolution
  • Support resellers, distributors, and internal Lenovo sales teams in the Market.

Position Requirements

  • Minimum 5 years’ experience in a service-delivery role in the IT industry managing a network of service partners
  • Able to understand business finance and Service delivery KPI measurements, customer requirements and expectations to deliver high quality service 
  • Good understanding of typical Services and Warranty legal terms and conditions of specific region; as well as PC / Tablet Technical knowledge
  • Proficiency in written and spoken English. Knowledge of French will be an added advantage
  • Willingness to travel.

What We Will Offer You

  • An open and stimulating environment within one of the most forward thinking IT companies
  • A good potential to grow both professionally and personally 
  • An international team with a high focus on Gender Diversity
  • Attractive compensation package
  • Performance based rewards
  • Access to various trainings.