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General Information
Req # WD00073846
Career area: Services
Country/Region: United Kingdom
State: Hampshire
City: Farnborough
Date: Tuesday, October 22, 2024
Working time: Full-time
Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services.
Description and Requirements
Our new Services Customer Delivery Manager (CDM) role will foster, build and maintain a strong relationship between Lenovo and its customers. The CDM understands the needs and preferences of our key customers, ensuring that their interactions with Lenovo are positive and seamless. This involves identifying opportunities to upsell or cross-sell, resolving issues or complaints, and providing personalized attention and support.
What You will do:
* Developing and executing strategic plans for improving customer satisfaction, loyalty and retention.
* Strong executive presence with ability to manage through high intensity, high pressure scenarios.
* Develop a professional relationship with key customer stakeholders (executive level) and act as a single point of contact for the customer for all issues and challenges relating to the service.
* Drive the continuous margin improvement programs, including an annual contract value growth.
* Ensure a great customer experience to gain contract renewals.
* Cost reduction within the program without sacrificing customer satisfaction.
* Ensure global lifecycle management - catalogue creation/management, product availability and/or constraint alerts.
* Manage technical escalations through the Support organization and act as internal Customer advocate to deliver the 'as a service' outcome.
* Establish and assure adherence to budgets, schedules, work plans, and performance requirements.
What we expect from You:
* Strong financial, analytical and problem-solving skills.
* Experience providing insights, building relationships with, and driving value to C-Level clients in B2B environment.
* Deep understanding of the technology stack and support the needs of various engineering teams.
* Very good understanding of ITIL framework, preferably certified.
* Bachelor's degree in a business-related field.
* 5 - 8+ years of strategic technology experience in a sales, customer success or customer support role.
* Traveling up to 40% of the time.
What we will offer You:
* Holiday purchase
* Private medical
* Income protection
* Attractive pension scheme
* Positive work-life balance
* Learning and development
* Life insurance
* Lenovo and Motorola products discounts
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
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