#### Position Description:


• The Services Delivery Manager will be responsible for managing the overall
customer relationship. This role will impact business both internally and
externally with overall goals of increasing efficiency and effectiveness of
the department thereby increasing customer satisfaction.

• This person will act as the Focal point for partners, vendors and Business
Delivery Managers and is also the connection between customer and service
providers in order to establish a correct way of working

• Sound business acumen is required along with effective decision making,
contract negotiation and management, solution development. Project management
and organizational skills to lead end to end solution development. Individual
must be an effective communicator, project manager and negotiator. This
individual should be an effective individual contributor and team player
taking and executing the direction for the team. And have strong ethical
standards and work ethic.

#### Position Requirements:


Major Responsibilities:

• Leads complex service delivery processes, develops creative resolutions to
complex problems, and ensures contractual support service deliverables are
understood and managed effectively
• Maximizes the value of the customer’s investment in Lenovo products and
services throughout the end to end customer lifecycle. The SDM manages
customer escalations and acts as the customer’s advocate.
• Ensures effective ownership, communication, coordination, and facilitation
of support service activities between the Customer and support teams, account
teams, field service personnel, and customers
• Compiles, analyzes and interprets statistical data and trends relating to
service level and operational effectiveness
• Acts as a single point of contact for customer escalations and owns the
coordination and oversight to problem solving efforts between customers,
Support engineers, field service personnel, software support, investigation
and analysis of product problems.
• Develops and delivers post incident reports on all critical support
incidents, adheres to customer support plans and relationships,
• Uses complex analytical skills to recognize trends and improve performance.
• Manage all client deliverables within assigned service contracts
• Identifies and leads continuous improvement activities in support of
customer or internal business processes
• Contract Negotiation and Management
• Customer communication Plan including meeting agendas and minutes, task and
escalation tracking
• Manage Lenovo and Vendor’s invoices (invoices and purchase orders)
• Control account P&L
• Manage appropriate internal and external resources to meet set deadlines