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Service Delivery Manager

Lenovo (Slovakia) s.r.o.

Information about the position

  • Place of work: Bratislava
  • Basic wage component (gross) and other rewards: 2 250 EUR/monthBase gross monthly salary from minimum 2.250 EUR and above, depending on experience + variable part 12% of your annual earnings.
  • Contract type: full-time

Job description, responsibilities and duties

In this role you will act as the Single Point of contact for customers, partners and vendors and internal business divisions, in order to fulfill Lenovo Device as a Service contracts within the given time and budget. This structure can differ by customer and contract, but in general, you are the owner of the relationship across the various parties. You are an experienced leader with project or contract experience in a multi-country environment. Managing cultural differences is also something you enjoy as you also find it inspiring to develop a contract over a period of time in accordance to technology and business changes.

You are a real hands-on person with project management skills, organizational strength, and visionary ideas you know how to sell.

You will report to the Director of EMEA Advanced Services Delivery.

This role will impact business both internally and externally.
You are responsible to work against SLA & KPI agreements and work against overall contract profitability with overall goals of increasing efficiency and effectiveness of the contract thereby increasing customer satisfaction.
Sound business understanding is required along with effective leadership skills.
Decision making, contract negotiation and management comes along with solution development.
You need to be an effective communicator and negotiator.
You are an effective leader and team player taking and executing the direction for the team. Strong ethical standards and work ethic.

Among the other responsibilities are:

Lead complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively.
Maximize the value of the customer’s investment in Lenovo products and services throughout the end to end customer life-cycle. Manage customer escalations and act as the customer’s advocate.
Ensure effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers.
Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness.
Act as a single point of contact for customer escalations and own the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
Develop and deliver post incident reports on all critical support incidents, adhere to customer support plans and relationships.
Manage Lenovo and Vendor’s invoices (invoices and purchase orders).
Control account P&L.
responsible for verifying cost model content and pricing matches the SOW during handover from transition to steady state.
Manage appropriate internal and external resources to meet set deadlines.

Position Requirements:

7+ years of experience in similar position within IT Services.
Experience in consumption based solution including calculation and billing.
Sound business acumen along with effective decision making, contract negotiation and management, solution development.
Project management and organizational skills to lead end to end solution development.
Good communication skills to be able effectively communicate and negotiate.
Travel required around 30%.
English language mandatory.

Base gross monthly salary from minimum 2.250 EUR and above, depending on experience + variable part 12% of your annual earnings.

What we offer:
An open and stimulating environment within one of the most forward-thinking IT companies
A modern and flexible way of working to combine personal and professional life
3 sick days per year
Additional vacation days
100% sick leave compensation up to 2 months per year
A broad selection of soft and hard skills trainings and individual mentoring
1:1 contribution to the Third Pillar Pension System

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)


Brief description of the company

Lenovo is an innovative, international technology company formed as a result of the acquisition by the Lenovo Group of the IBM Personal Computing Division.

As a global leader in the PC market, we develop, manufacture and market cutting-edge, reliable, high-quality PC products and value-added professional services that provide customers around the world with smarter ways to be productive and competitive.

We base our success on our customers achieving their goals: productivity in business and enhancement of personal life.

Number of employees

500-999 employees

Company address

Lenovo s.r.o.
Landererova 12, Lenovo Slovakia, Lenovo Slovakia, Lenovo Slovakia
81109 Bratislava