Service Delivery Manager

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As a Service Delivery Manager, you are a key member of the ISG LA Service Team who supports our largest and most strategically important customers in Mexico. You will leverage various Lenovo resources and external vendors to ensure case resolution and customer satisfaction. You will be a trusted service advisor to certain key accounts, providing updates on open cases and service issues, and intervening on behalf of the customer where necessary to ensure smooth and timely support.

This role serves as the primary point of accountability for project execution, service quality, customer satisfaction, financial performance, and resource management. The Service Delivery Manager works closely with customers, technical delivery teams, sales, logistics and leadership to ensure projects are delivered on time, within scope, and within budget while achieving business objectives and contractual commitments.

Role Responsibilities will include but not be limited to the following:

- Functions as the single point-of-contact for service activities, educates the customer on Lenovo service delivery tools.
- Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance.
- Leverages data analysis to provide customer environment insight and uses data to build a compelling account plan and strategy
- Works with the customer to proactively identify and resolve potential issues to achieve high system availability
- Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident resolution and progress of upgrades and enhancements
- Leads meetings with an executive level audience and articulates a forward-thinking account plan
- Assist in ensuring accuracy of service maintenance contracts billing.
- Ensures that service level agreements (SLAs) are consistently met by the Tech Support and logistics teams and promptly deals with any issues that may arise.
- Handles the most complex customer issues and brings them to a resolution.
- Own end-to-end delivery of billable customer projects and service engagements.
- Ensure delivery commitments are met in accordance with contractual obligations, project plans, and service level agreements (SLAs).
- Monitor project health, milestones, risks, issues, and dependencies throughout the engagement lifecycle.
- Drive proactive issue resolution and escalation management to minimize customer impact.
- Establish governance models and lead regular service review meetings with customers.
- Ability to work cross functionally in an international environment

Requirements

- Bachelor's degree in computer science, business, engineering or equivalent.
- 5+ years relevant experience (customer-facing, large accounts, industry related)
- Build key relationships and effective networks
- Ability to influence cross functionally and in a matrix environment
- Strong communication skills (written, verbal and listening)
- Results driven with the ability to set, meet, and exceed targets.
- Ability to maintain composure during difficult and high-pressure situations.
- Ability to work cross functionally in an international environment
- Outstanding analytical capabilities and familiarity with excel & PPT, SAP, Power BI experience is preferred.
- Excellent communication skills, Fluent English speaking

We believe in treating each other with respect and dignity. We judge all applicants and employees by their qualifications, demonstrated skills and achievements without regard to race, color, religion, gender, gender identity or expression, national origin, ethnicity, sexual orientation, sex, age, disability, veteran status, marital status or any other characteristic protected by local law. When necessary, Lenovo will provide reasonable accommodations for employees with disabilities or those with special religious requirements. All employees help to create a positive work environment by adhering to these standards.