Deskripsi Pekerjaan
Join Lexmark International as a Service Delivery Manager and become the pivotal force behind our client success initiatives. In this dynamic role, you'll orchestrate end-to-end delivery of contracted services and solutions for multiple clients, ensuring seamless operations and exceeding service expectations. As a client-facing leader, you'll build strategic relationships, drive continuous improvement in service methodologies, and resolve escalations with precision. Your expertise will directly influence client retention, satisfaction metrics, and operational excellence in a global technology environment. This position offers the opportunity to lead cross-functional teams, optimize service delivery processes, and contribute to Lexmark's reputation for innovation and reliability.
Tanggung Jawab
- Lead end-to-end delivery of contracted services and solutions for diverse client portfolios
- Develop and maintain strategic client relationships to ensure high satisfaction and retention
- Coordinate internal teams to meet SLAs, project deadlines, and quality standards
- Monitor service performance metrics and implement corrective actions for continuous improvement
- Resolve complex client escalations and proactively address service gaps
- Collaborate with sales and product teams to align service delivery with business objectives
- Drive service innovation through process optimization and technology adoption
Kualifikasi
- Bachelor's degree in Business, IT, or related field (Master's preferred)
- Minimum 5 years of experience in service delivery or client management roles
- Proven track record managing multiple client accounts and complex projects
- Strong leadership and team management capabilities with cross-functional experience
- Excellent communication, negotiation, and conflict resolution skills
- Experience in IT services or technology industry highly desirable
- Certifications in Project Management (PMP/Prince2) or Service Management (ITIL) advantageous