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Service Delivery Coordinator

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Lenovo Full time

About the Role

This position requires a highly organized and analytical individual to handle communications with customers and stakeholders, addressing services-related requests and supporting service escalations.

Main Responsibilities

  • Review service requests from customers, deliver resolutions, and ensure timely billing.
  • Support the Service Delivery Manager to ensure desired customer satisfaction and service KPIs are fulfilled.
  • Update the product catalogue, onboard customers into SNOW, and collaborate closely with the transition team to comprehend the process mapping.
  • Execute and coordinate order management process from forecasting to invoicing.
  • Manage deployment of Lenovo devices and 3rd party products between partner and customer.
  • Coordinate collection of unused machines from customer premise back to storage location or funder.
  • Monitor and manage inventory levels.
  • Perform device and accessory asset management.
  • Set up pertinent tracking for SLA monitoring or any other necessary metrics.
  • Prepare monthly billing file for invoicing and work with relevant team to ensure invoice is issued in timely manner as per contract.
  • Maintain and provide data for internal and external reports.
  • Build solid working relationships with partners to ensure smooth deployments and excellent order management.
  • Actively participate in UAT enhancement testing and give recommendation to further improve overall service delivery.
  • Develop and maintain a thorough understanding of Lenovo's products and services, ensuring accurate information is provided to customers.
  • Coordinate with vendors or other departments to resolve customer incidents, ensuring customer service is delivered to a high standard.

Requirements

  • Minimum 3 years' service coordination experience, ideally in IT services environment.
  • Proven customer service experience, customer oriented.
  • Ability to interact with clients as and when necessary and possess strong communication skills and active listening to adapt to different situations.
  • Organized & analytical: provides accurate, valid and complete information by using the right methods/tools.
  • Prior project management experience and strong skills in project administration will be a plus.
  • Ability to work under minimum supervision and as a team player, ensuring good communication across multiple teams within and outside the organization.
  • Fairly experience and knowledgeable on account operations (PR/PO/Invoice/Payment clearance).
  • Familiar with CRM systems and practices as well as ticketing tools (preferably JIRA, ServiceNow).
  • Ability to multi-task, prioritize & manage time effectively to meet deliverable's deadlines.
  • Mix of Services to Technical – 80:20.
  • Must have attitude towards learning and implementing newer things often.
  • Bachelor's degree preferred.
  • ITIL certification and PRINCE2/PMP is preferable.
  • English fluency, both written and spoken.