• Application Deadline:
• Position: Service Delivery Professional - Nigeria, Africa


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• City Ikoyi


• Job Field Customer Care 
  

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.