Service Delivery Professional

Service Delivery Professional at Lenovo Nigeria

Lenovo is the world’s leading PC vendor and a major player in innovation with a focus on high-growth segments such as workstations, gaming, and smart devices. Our commitment to entrepreneurship and ownership fosters a workplace where creativity and progress are valued and rewarded. As a leader in technology and services, we continue to explore advancements in AR/VR, AI, IoT, and more.

Job Overview:

The Service Delivery Professional will oversee all Commercial and Consumer segment Service Delivery in Nigeria and neighboring countries. Based in Lagos, Nigeria, this role will act as the focal point for service delivery, reporting to the Service Delivery Leader for META and participating in collaborative planning and meetings.

Key Responsibilities:

• Service Delivery Management:
  • Oversee service delivery for Commercial and Consumer segment customers through a network of service providers.
  • Manage KPIs and operational performance of the service provider network.
• Customer and Partner Interaction:
  • Support Premier and Premium Services by coordinating with relevant teams.
  • Participate in key customer account and partner reviews.
  • Resolve customer complaints and ensure they are logged and directed for timely resolution.
• Performance and Improvement:
  • Use service performance metrics to drive continuous improvement and exceptional customer experiences.
  • Drive projects focused on enhancing customer experience, cost savings, and operational excellence.
  • Contribute to performance reviews with Executive, Country leadership, and Sales teams.
• Market Support:
  • Support resellers, distributors, and internal Lenovo sales teams.
  • Identify opportunities for Service Sales and Upsell.

Position Requirements:

• Experience: Minimum of 5 years in a service-delivery role within the IT industry, managing a network of service partners.
• Skills:
  • Proficiency in written and spoken English; knowledge of French is a plus.
  • Understanding of business finance and service delivery KPIs.
  • Knowledge of service and warranty legal terms, PC/tablet technical knowledge.
• Additional Requirements:
  • Willingness to travel.