Service Delivery Coordinator

Position Responsibilities

• Oversee installation and setup of Desktop, Laptop and Tablet devices (Order Management)
• Management of incidents and requests for DaaS customers (Support issues)
• Monitoring and managing inventory levels (Inventory, Kanban Management, Supply Management)
• Working on escalations from the customers supporting teams, as well as specific cases identified by the Premier Technical Support Team and Technical Account Managers
• Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
• Invoicing the customer and vendor for services delivered
• Develop knowledge of Lenovo product range and internal processes, identify tools and automation opportunities to improve productivity
• Ensure customer satisfaction at all times
• Processing Orders for New devices, re-deploying devices
• Prepare documentation to record and track SLA performance and other reporting requirements
• Provides technical feedback on process issues to improve overall service delivery
• Produce Billing Report
• Ensure that the invoices are presented to the customer on time
• Ensure Service Reporting are done on a timely basis.

Position Requirements:

• 4-5 years project coordination experience, ideally in services environment
• Extremely Fluent English since the position liaises with Global Customers
• Experience with ticketing tools
• Excellent Skills in Excel
• Persistent, detail oriented, able to multitask
• Exposure to tools like SAP is an added advantage