Service Delivery Professional - Nigeria, Africa at Lenovo

Req No.: WD00068080

Job Description

• The Service Delivery Manager will have end-to-end responsibility for all Commercial and Consumer segment Service Delivery in Nigeria and surrounding countries.
• You will act as the focal point for Commercial and Consumer Services and will be based in Lagos, Nigeria.
• You will report to our Service Delivery Leader for META supporting customers in Nigeria and other surrounding countries; and will participate in weekly collaborative planning calls and meetings.
• 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 has 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 include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.

Responsibilities
These are your detailed responsibilities:

• End-to-end responsibility for service delivery to our Commercial and Consumer segment customers via the network of Service providers
• Manage assigned KPI’s and Operational performance of the service provider network that provides repair service on behalf of Lenovo
• Support Premier and Premium Services delivery by working and coordinating with the concerned teams
• Identify potential opportunities for Services Sales and Upsell
• Drive projects focused on enhancing Customer experience, Partner experience, cost savings and operational excellence in your territory and surrounding countries
• Contribute to performance reviews with the Executive, Country leadership and Sales teams on Operational performance in the market and any targeted improvement plans and corrective actions
• Participate in periodical key customer account and partner reviews along with the Sales
• Leverage service performance metrics to drive continuous improvement, fostering superior partner performance and an exceptional customer experience
• Assist with resolving customer complaints and ensuing they are centrally logged and directed to the correct teams for timely resolution
• Support resellers, distributors, and internal Lenovo sales teams in the Market.

Position Requirements

• Minimum 5 years’ experience in a service-delivery role in the IT industry managing a network of service partners
• Able to understand business finance and Service delivery KPI measurements, customer requirements and expectations to deliver high quality service 
• Good understanding of typical Services and Warranty legal terms and conditions of specific region; as well as PC / Tablet Technical knowledge
• Proficiency in written and spoken English. Knowledge of French will be an added advantage
• Willingness to travel.

What We Will Offer You

• An open and stimulating environment within one of the most forward thinking IT companies
• A good potential to grow both professionally and personally 
• An international team with a high focus on Gender Diversity
• Attractive compensation package
• Performance based rewards
• Access to various trainings.