- Experience
- 10+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Education
- Any graduate
- Resume
- Required to apply
Where you'll work
Job description
About Lenovo
Lenovo is a global leader in technology with a revenue of US$83 billion and presence in 180 markets worldwide. Ranked #196 on the Fortune Global 500, Lenovo delivers smarter technology through its broad portfolio that includes PCs, smartphones, servers, and AI-driven solutions. The company commits to innovation that promotes equity, trustworthiness, and intelligence for all.
Role Overview
This role is within Lenovo's Services division, overseeing field service delivery across the East India region. The Service Delivery Manager is responsible for operational excellence, managing Authorized Service Partners, improving customer experience, and supporting post-sales services for the Personal Computing and Smart Devices segment.
Key Responsibilities
- Manage daily field service operations by collaborating closely with Authorized Service Partners.
- Ensure achievement of critical KPIs such as End-to-End Cycle Time of open work orders, Customer Experience metrics (particularly Top 3 Box scores), repeat repair rates, service quality, spare parts consumption and inventory management, and compliance with Customer Care Index standards.
- Drive revenue growth from after-sales services by promoting billable service offerings and upselling opportunities.
- Implement strategic programs and initiatives for service partners.
- Engage continuously with Consumer and SMB sales teams and channel partners to support Post-Sales Audit Tracking survey goals and foster ongoing improvements.
- Align service delivery plans with organizational objectives and regional business goals.
Qualifications and Experience
- Graduate in any field, with preference given to candidates with a technical background.
- At least 10 years of relevant experience in product services or customer support industries.
- Demonstrated expertise in managing field service operations including third-party partner management.
- Strong customer orientation and ownership mentality to ensure exceptional customer satisfaction.
- Ability to multitask and adapt within a fast-paced, cross-functional environment.
Behavioral Competencies
- Positive and proactive attitude with a can-do approach.
- Efficient execution skills, capable of handling service escalations promptly.
- Collaborative team player encouraging collective success across teams.
- Comfortable with taking calculated risks and navigating ambiguity.
Equal Opportunity Statement
Lenovo is committed to providing equal employment opportunities without discrimination based on race, color, gender, age, religion, sexual orientation, gender identity, veteran status, disability, or any other protected status.