Incident Management Shift Lead

As a Service Delivery Manager at Lenovo, you will play a crucial role in ensuring the smooth functioning of IT services and maintaining high customer satisfaction levels. Your responsibilities will include: - Monitoring service performance according to Key Performance Indicators (KPI) and Service Level Agreements (SLA) - Managing incidents and problems, conducting Root Cause Analysis, and documenting findings - Creating Standard Operating Procedures (SOPs) and confluence documents for reference - Facilitating Knowledge Transfers (KTs) and training sessions to enhance performance and customer satisfaction - Setting specific and measurable targets for all IT services - Improving customer satisfaction through quality service delivery - Ensuring transparent expectations between IT and customers regarding service levels - Implementing proactive measures to enhance service levels when cost-effective - Reviewing and revising service scope agreements, producing service reports - Managing people including roster, performance, and attendance - Maintaining incident, problem, and escalation resolutions with root cause analysis Qualifications required for this role: - 4-8 years of service delivery experience - Graduation in any discipline - Strong commitment to work - Understanding of ITIL framework - PMP/GB/BB Certification preferred - Strong interpersonal skills, flexibility, and tenacity - Proficiency in MS Word, Excel, Access, PowerPoint - Efficient task management and prioritization skills - Proactive attitude and excellent verbal and written communication skills Lenovo is a global technology giant committed to innovation and inclusivity. We prioritize legal compliance and strict policies in our recruitment process to ensure a fair and transparent experience for all applicants. Be wary of fraudulent recruiters posing as Lenovo representatives and always apply through official channels to safeguard your personal information. We value integrity and do not solicit money or sensitive details from candidates. Stay vigilant and report any suspicious activities to local authorities. As a Service Delivery Manager at Lenovo, you will play a crucial role in ensuring the smooth functioning of IT services and maintaining high customer satisfaction levels. Your responsibilities will include: - Monitoring service performance according to Key Performance Indicators (KPI) and Service Level Agreements (SLA) - Managing incidents and problems, conducting Root Cause Analysis, and documenting findings - Creating Standard Operating Procedures (SOPs) and confluence documents for reference - Facilitating Knowledge Transfers (KTs) and training sessions to enhance performance and customer satisfaction - Setting specific and measurable targets for all IT services - Improving customer satisfaction through quality service delivery - Ensuring transparent expectations between IT and customers regarding service levels - Implementing proactive measures to enhance service levels when cost-effective - Reviewing and revising service scope agreements, producing service reports - Managing people including roster, performance, and attendance - Maintaining incident, problem, and escalation resolutions with root cause analysis Qualifications required for this role: - 4-8 years of service delivery experience - Graduation in any discipline - Strong commitment to work - Understanding of ITIL framework - PMP/GB/BB Certification preferred - Strong interpersonal skills, flexibility, and tenacity - Proficiency in MS Word, Excel, Access, PowerPoint - Efficient task management and prioritization skills - Proactive attitude and excellent verbal and written communication skills Lenovo is a global technology giant committed to innovation and inclusivity. We prioritize legal compliance and strict policies in our recruitment process to ensure a fair and transparent experience for all applicants. Be wary of fraudulent recruiters posing as Lenovo representatives and always apply through official channels to safeguard your personal information. We value integrity and do not solicit money or sensitive details from candidates. Stay vigilant and report any suspicious activities to local authorities.