Senior Customer Delivery Manager

Found in: Talent UK C2 - 2 weeks ago

Farnborough, United Kingdom Lenovo Full time

Description and Requirements


Services Customer Delivery Manager (CDM) role is to 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:

We will expect you to have strong executive presence with ability to manage through high intensity, high pressure scenarios Develop and execute strategic plans for improving customer satisfaction, loyalty and retention. Develop a professional relationship with key customer stake holders (executive level) and act as a single point of contact for the customer for all issues and challenges relating to the service. Understand the customer business, future plans and strategy to be able to provide additional services and value, thereby expanding the services footprint. Develop and put forward both tactical and strategic initiatives and / or service improvement plans to accelerate contract value to bookings, to allow earlier revenue recognition. Drive the continuous margin improvement programs, including an annual contract value growth. Drive strategic initiatives that will improve effectiveness and client delivery in addition to improving employee engagement and motivation. Ensure correct governance & reporting is carried out on a regular cadence Ensure global lifecycle management – catalogue creation/management, product availability and/or constraint alerts. Ensure technical and related action items and oversees root cause analysis and seek ways to improve customer experience. Bridges the gap between Account Executives, Technical Solution Architects and Level 1/Premier support. Ensures the technical escalations are managed through the Support organisation while cases flow through the various support functions; business-impacting technical challenges, intercompany systems, etc. and act as internal Customer advocate to deliver the ‘as a service’ outcomes What we expect from You:
5 - 8+ years of strategic technology experience in a sales, customer success or customer support role Strong financial, analytical and problem-solving skills. Proactively identify and resolve strategic issues that may impair the team’s ability to meet strategic, financial, and technical goals. Experience providing insights, building relationships with, and driving value to C-Level clients in B2B environment Strong executive presence with ability to manage through high intensity, high pressure scenarios Establish and assure adherence to budgets, schedules, work plans, and performance requirements. Deep understanding of the technology stack and support the needs of various engineering teams. Strong delivery track record with experience collaborating in a globally distributed team. Should be able to facilitate client workshops using techniques such as design thinking, Report on program performance to stakeholders and internal higher management Very good understanding on ITIL framework, preferably certified. Approximate 40% of travel as part of the job.

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

You will report to SSG (Solutions & Services Group) organization structure. SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as-a-Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as-a-Service to Digital Workplace solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.

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