In this role you will act as the Single Point of contact for customer, partners and vendors and internal business division, in order to fulfill the 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 having project or contract experience in a multi country environment. To manage the cultural differences is also something you enjoy as you also find it inspiring to develop a contract over the 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.
Your responsibilities will include:
• 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
• Manage appropriate internal and external resources to meet set deadlines
You will report to Director of ROW Services Management Office.