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    Program Manager - Mumbai, India - Lenovo

    Lenovo
    Lenovo Mumbai, India

    3 weeks ago

    Default job background
    Full time
    Description

    Description and Requirements

    Experience & Skills

  • Education: Bachelor's degree or equivalent is preferred.
  • Experience: 10-12 years of working experience; 3 -5 Years of customer services
  • Excellent command over verbal & written English Language
  • Experience with ticketing tools
  • Skilled in Excel
  • Persistent, detail-oriented, able to multitask

    • Job Deliverables:

  • Tract end-to-end deployment of New Store Rollout operation in line with the customer's strategic initiatives
  • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
  • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Developing a deep understanding of projects to gain insights into the scope of service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
  • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
  • Providing accurate and regular reports to the management on the performance of the service delivery
  • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
  • Supervising desktop management teams to facilitate continual improvements in the desktop environment
  • Collaborating with technical design teams to set standards for software, hardware, and security
  • Making sure that anti-virus updates and patches are applied effectively and promptly
  • Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
  • Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
  • Educating departmental staff on the effective use of conference room technology
  • 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

    • Requirements also include:

  • Proficiency in leading both physical and virtual teams
  • Experience in dealing with third-party-provided services
  • Operational ability in a diverse, large-scale environment
  • Exceptional customer-facing skills
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Mastery of ITIL (Information Technology Infrastructure Library) principles
  • Expertise in people management and leadership
  • Strong organizational skills
  • Capacity to train and guide junior team members
  • Ability to manage and prioritize tasks efficiently
  • Solid resource planning and problem-solving
  • Readiness to demonstrate a proactive attitude
  • Excellent verbal and written communication skills
  • Must be self-motivated, work well in a geographically dispersed, collaborative team environment, must exhibit a positive and professional attitude, and pay attention to detail.
  • Project management skills including execution of tasks, while managing risk and ensuring on time delivery.
  • Hands on Operational Engagement
  • Collaboration and Influence a must
  • Ability to Drive, Lead, and Follow all at once
  • Strong in people & process management, process-driven and result oriented.
  • Responsible to drive, meet and exceed the agreed KPIs with customers, publishing dashboards, analytics, reducing process gaps, process re-engineering and process quality
  • Drive Ops excellence, focus on BMS, Cost/CX/KPI improvement
  • Support local initiatives to drive performance improvement
  • Provide quality response to all requests from India / AP Service management.
  • Maintain and deliver functional roadmap for assigned portion of the business
  • Analysis root cause for delayed / failed deliverables and drive cross function team for serviceability improvement.
  • process optimization and efficiency improvement
  • Must possess the initiative and drive to gain a broader knowledge of the ASD deliverables
    • Additional Locations : * India - Mahārāshtra - Mumbai * India - Mahārāshtra - Mumbai * India * India - Mahārāshtra * India - Mahārāshtra - Mumbai , * India - Mahārāshtra - Mumbai
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