Senior Customer Delivery Manager

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General Information

Req #

WD00073846

Career area:

Services

Country/Region:

United Kingdom

State:

Hampshire

City:

Farnborough

Date:

Tuesday, October 22, 2024

Working time:

Full-time

Additional Locations:
* United Kingdom - Hampshire - Farnborough

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

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. D rive 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.

What we expect from You:

• 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.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations:
* United Kingdom - Hampshire - Farnborough

* United Kingdom

* United Kingdom - Hampshire

* United Kingdom - Hampshire - Farnborough