Service Delivery Manager
23 hours ago
Description and Requirements Position Overview: This role is part of Lenovo’s Services organization ( TSD-ISS India) and is responsible for managing field service delivery operations in the East India region. The Service Delivery Manager will lead operational performance with Authorized Service Partners (ASPs), drive customer experience improvements, and support Lenovo’s post-sales services strategy across the Personal Computing and Smart Devices (PCSD) segment. The position requires strong coordination with sales teams, partners, and cross-functional stakeholders to ensure alignment with organizational objectives and to foster continuous improvement in service delivery standards. Key Responsibilities: Drive daily operations of field service delivery through close collaboration with ASPs in the assigned region. Ensure adherence to key performance indicators including: End-to-End Cycle Time (ECT) for open work orders Customer Experience (CX) metrics, especially Top 3 Box (T3B) scores Repeat repair rates and service quality Spare parts consumption, return rate (RMA), and inventory hygiene Compliance with Customer Care Index (CCI) standards at service centers Promotion and achievement of After Point of Sales (APOS) revenue through billable services and upsell offerings Execution of strategic ASP programs and initiatives Engage regularly with Consumer and SMB sales teams and channel partners to support Post-Sales Audit Tracking (PSAT) survey targets and ensure continuous improvements. Align tactical and strategic service initiatives with overall business objectives for the region. Qualifications & Experience: Graduate in any discipline; technical background preferred. Minimum 10 years of relevant experience in the product services or customer support industry. Proven ability to manage field service operations, including third-party partners. Strong customer-centric mindset and high ownership to deliver superior customer experience (CX). Capable of working in a dynamic, cross-functional environment and managing multiple priorities. Key Behavioral Competencies: Positive Attitude: Maintains a constructive and can-do mindset in all situations. Execution Speed: Ability to drive timely outcomes and manage urgent service escalations effectively. Team Collaboration: Works well within and across teams; encourages collective success. Risk-Taking Ability: Displays initiative, embraces challenges, and is comfortable with ambiguity. Additional Locations : * India - West Bengal - Kolkāta * India - West Bengal - Kolkata * India * India - West Bengal * India - West Bengal - Kolkāta , * India - West Bengal - Kolkata NOTICE FOR PUBLIC At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.Kindly verify job offers through the official or contact Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.
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