The Service Management Office (SMO – Delivery) is a critical pillar within our Digital Workplace Solutions (DWS) delivery portfolio. We are dedicated to providing exceptional professional service quality aligned with contractual commitments while consistently delivering superior Customer Experience (CX).

Role

We seek a customer-facing professional with strong analytical skills and excellent communication capabilities who has proven expertise in delivery control and extensive vendor management experience. This role is pivotal to ensuring operational excellence throughout project execution by coordinating end-to-end delivery activities that guarantee customer satisfaction while maintaining compliance with KPIs. The incumbent will also manage supplier relationships efficiently alongside cost control efforts while facilitating seamless communication among internal teams and external stakeholders.

Responsibilities

On-site Client Meetings

• Conduct regular face-to-face meetings with clients to collect feedback on service delivery.
• Monitor adherence to LSA/KPI metrics as stipulated in contracts.
• Identify commercial opportunities during client interactions; propose service improvements or new projects accordingly.
• Manage ad-hoc projects related directly to contracted services.
• Oversee contractual obligations linked to service provision.
• Develop corrective action plans when deviations or issues arise.

Supplier Meetings

• Coordinate monthly progress reports from suppliers detailing outcomes against expectations.
• Recommend enhancements for reporting formats or content to improve clarity and usefulness.
• Perform remote reviews of key performance metrics related to ongoing service delivery.

Internal Lenovo Management

• Administer billing processes including Purchase Orders (PO), Caspio platform usage, and OneLink system management.

• Continuously monitor costs associated with operations through collaboration with the Operations team.

Additional Duties

• Manage small-scale local projects, ensuring timely completion within defined scope parameters.
• Maintain effective partnerships by managing relationships with strategic partners involved in assigned services/projects.
• Control purchase orders relevant to assigned activities; ensure prompt follow-up on outstanding payments.

Required Skills & Competencies

Strong professional presence capable of managing client relationships effectively throughout all project phases via direct interaction. Proven track record managing suppliers comprehensively—ensuring quality deliverables on schedule, supported by accurate reporting mechanisms. Solid financial acumen focused on controlling costs efficiently within project/service budgets. Excellent interpersonal skills enabling smooth liaison between internal teams such as Sales (Rel/SMB), fostering coordination across departments.

Qualifications

• Bachelor’s degree in Engineering, Business, Information Technology, Supply Chain, or a related field (Master’s degree preferred).
• Minimum of 3 years of experience in service delivery operations, vendor management and/or project management, preferably within the IT or technology sector.
• Demonstrated ability to lead projects and communicate with cross-functional teams in a global environment.
• Excellent communication, problem-solving, and customer relationship management skills.

Preferred Attributes

• Strong customer-centric mindset with a demonstrated commitment to delivering high-quality service and support.
• Analytical and solution-oriented, with a proactive approach to identifying challenges and implementing effective resolutions.
• Highly adaptable and comfortable working in fast-paced, dynamic environments with shifting priorities and deadlines.
• Exhibit a high level of emotional intelligence, including strong self-awareness, empathy, and interpersonal skills that foster effective collaboration, conflict resolution, accountability and leadership.
• Proficiency in English (spoken and written) is required.