Service Delivery Manager, South Africa
Job ID #: 10750
Location : Johannesburg
Functional Area: Customer Service
Facility: Regional Office
Employment Type:
Relocation Provided: No
Education Required: Bachelors Degree
Experience Required: 5 – 7 Years
Travel Percent: 30

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Position Description

The Field Service Regional Performance and Reporting Professional is with Lenovo’s Services Operations and Delivery organization. This person is the country of sub region’s field service delivery leader for the development, production and accuracy of field service performance metrics (daily, weekly, monthly, and quarterly). The field service performance metrics drive internal teams and field supplier(s) to produce requirements necessary to plan, develop, manage and support Lenovo’s on site and customer carry in services. Along with the metrics production, this professional will assist with the successful execution of tactical and strategic activities associated with field supplier management.

Responsibilities:

• Manage field supplier operational and financial performance.
• Drive performance improvement – metrics include On Time Response, TAT, Repeat repair, Reduce parts per incident, and CDS.
• Responsible for field service Vendor management through
o Perform weekly/monthly/quarterly reviews (focus on CDS， cost efficiency);
o pay for performance and strong incentive/penalty to top/bottom vendors;
o Participate in regular Operations and Quality Performance audits.
• Escalate and help resolve any issues regarding parts shortage, registration issues, web performance, IT system performance, technical support and training to global and geo function team.
• Responsible for critical issue handling of territory and sub region.
• Responsible for product sales support through providing high quality service, designing and managing service coverage expansion.
• Gather & apply industry best practices and benchmarks so as to apply “best-in-class” process models and target performance metrics.

Position Requirements
Requirements:

• 5-8 years of field service delivery and management experience.
• Bachelor’s Degree
• Experience with vendor management;
• Strong at data analysis
• Strong at task execution & problem solving
• Strong negotiation and influencing skills required
• Strong experience handling customer special cases.
• Good understanding of typical Services and Warranty legal terms and conditions of specific region.
• Able to in depth understand business finance and KPI measurements.
• Fluent in English communication
• Common technical knowledge

Key Interactions:

SDM manager will work independently and cross functionally with warranty service operations team, call center teams ,parts/logistics teams and ASM.

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