Business Area Description:

The Lenovo Workplace Services serves as a Single Point of Contact (SPOC) for End User Managed Services and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Workplace Services performs end to end support, both locally and remotely on behalf of our customers.

Key Objectives of Position:

The Senior Service Delivery Manager is a customer facing role that leads and manages the service delivery team and is responsible for the overall delivery performance. He/she ensures that service delivery and service support processes are on track for the consistent delivery of a high level of service in an effective and cost-efficient manner.

• Maintain and grow positive relationships with customers.
• Identifying customer needs and overseeing service delivery within the business context.
• Overseeing key functions to enable delivery of high-quality service.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Monitoring Service Performance and compliance
• Managing finances and budgets.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using creativity to establish, improve, and refine services.
• Building partnerships and liaising with all stakeholders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Continuously improving processes and best practices

Day-To-Day Tasks:
Senior Service Delivery Managers are responsible for maintaining client relationships, coordinating service delivery team, monitoring performance, and continuously improving processes.

Key Performance Indicators / Metrics:

• All Workplace Desk Metrics
• Customer Satisfaction, Customer Retention

Candidate Pre-Requisites
Previous Experience:

• Minimum of 10 years previous experience in either an internal or outsourced workplace services as Delivery Team Manager