Job Information
Lenovo Senior Customer Delivery Manager in Hampshire, United Kingdom
Senior Customer Delivery Manager
General Information
Req #
WD00059289
Career area:
Services
Country/Region:
United Kingdom
State:
Hampshire
City:
Farnborough
Date:
Thursday, November 23, 2023
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$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
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 ourStoryHub (https://news.lenovo.com/) .
Description and Requirements
Services Customer Delivery Manager (CDM) role is to 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:
We will expect you to have strong executive presence with ability to manage through high intensity, high pressure scenarios
Develop and execute strategic plans for improving customer satisfaction, loyalty and retention.
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.
Understand the customer business, future plans and strategy to be able to provide additional services and value, thereby expanding the services footprint.
Develop and put forward both tactical and strategic initiatives and / or service improvement plans to accelerate contract value to bookings, to allow earlier revenue recognition.
Drive the continuous margin improvement programs, including an annual contract value growth.
Drive strategic initiatives that will improve effectiveness and client delivery in addition to improving employee engagement and motivation.
Ensure correct governance & reporting is carried out on a regular cadence
Ensure global lifecycle management – catalogue creation/management, product availability and/or constraint alerts.
Ensure technical and related action items and oversees root cause analysis and seek ways to improve customer experience. Bridges the gap between Account Executives, Technical Solution Architects and Level 1/Premier support.
Ensures the technical escalations are managed through the Support organisation while cases flow through the various support functions; business-impacting technical challenges, intercompany systems, etc. and act as internal Customer advocate to deliver the ‘as a service’ outcomes
What we expect from You:
5 - 8+ years of strategic technology experience in a sales, customer success or customer support role
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
Strong executive presence with ability to manage through high intensity, high pressure scenarios 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.
Should be able to facilitate client workshops using techniques such as design thinking, Report on program performance to stakeholders and internal higher management
Very good understanding on ITIL framework, preferably certified.
Approximate 40% of travel as part of the job.
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