Service Delivery Manager Kolkata

6 days ago

Kolkata, West Bengal, India Lenovo Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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.

  • Head of Service Management

    2 weeks ago

    Kolkata, West Bengal, India Tulsi Weigh Solutions Pvt Ltd Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Company DescriptionTulsi Weigh Solutions Pvt Ltd, originally established as Tulsi Trading Company in 1952, is a prominent organization based in Kolkata, dedicated to addressing the weighing needs of industries in India and neighboring South Asian countries. With over 60 years of industry presence, the company is recognized for its high-quality and accurate...

  • Customer Service Executive @Kolkata

    2 weeks ago

    Kolkata, West Bengal, India Shining Stars Institution & travels Full time ₹ 18,000 - ₹ 25,000 per year

    HELLO JOB SEEKERSGREETINGS FROM SHININGSTARSANY UNDERGRADUATE/GRADUATE/FRESHER/EXPERIENCED ALL CAN APPLYIMMEDIATE JOINERS ONLYAre you ready to kickstart an exciting career with a dynamic multinational BPO in KOLKATA ? Shining Stars is on the lookout for enthusiastic individuals to join our team, and it could be YOUPROFILE- CUSTOMER SERVICEPROCESS- VOICE...

  • Assistant Manager Finance Account

    6 days ago

    Kolkata, West Bengal, India The Astor Hotel Kolkata Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionThe Astor Hotel, Kolkata, is a luxurious establishment that seamlessly combines old world charm with modern luxury. Built in 1905, The Astor is renowned for its exceptional hospitality, unforgettable cuisine, and efficient service. Guests can expect an experience marked by good living and a warm, welcoming atmosphere.Role DescriptionThis...

  • Manager - Client Servicing

    3 days ago

    Kolkata, West Bengal, India Span Communications Full time ₹ 6,48,000 - ₹ 9,90,000 per year

    Job Description: Manager – Client Servicing**About Span: **Span Communications is a leading advertising and communications agency, delivering impactful campaigns for government and corporate clients.Role OverviewWe are looking for an experienced Manager – Client Servicing for our Kolkata office to manage and nurture client relationships, particularly...

  • Customer Service Manager

    1 week ago

    Kolkata, West Bengal, India Jio Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Posted Date03 Jun 2025- Function/Business AreaSales and Distribution- LocationKolkata- Job Responsibilities1) Handhold Account at Post Delivery Phase 2)Service review with Accounts 3)Drive Self care with Accounts4)MACD fulfilment and doc. compliance5)Influencers and VIP service6)Complaint, escalation and dispute resolution with A/c7)Revenue collection from...

  • Service Delivery Operations Manager

    2 weeks ago

    Kolkata, West Bengal, India Capgemini Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Job DescriptionA key leadership role within the organization responsible for overseeing and managing daily operations. Responsible for delivering in-time and in-quality service through effective management of service delivery teams.Continuously analyzes and improves operational processes and activites , identifying areas for enhancement and implementing...

  • Purchase Manager

    1 week ago

    Kolkata, West Bengal, India Virtual Hr Solutions Kolkata Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Purchase Manager Required in Steel Industry in Dalhousie Kolkata locationGraduate with good Excel & Computer knowledgeExperience required in Manufacturing Industry Purchase DepartmentMaterial purchase,procurement, supplier management salary 30000

  • Kitchen Assistant cum Delivery Person

    1 week ago

    Kolkata, West Bengal, India Rakamari RannaBanna Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    Company DescriptionRakamari RannaBanna is a fast-growing food delivery service in Dum Dum, Kolkata. Since 2020, we have been offering fresh and quality Bengali cuisine with a focus on customer satisfaction. Our menu changes daily to provide a variety of options, and we prioritize food safety by tasting each dish before delivery.Role DescriptionThis is a...

  • Founder's Office Associate

    2 weeks ago

    Kolkata, West Bengal, India ZORRRO DELIVERY Full time ₹ 8,000 - ₹ 60,000 per year

    Job Title: Founder's Office Associate- InternLocation: On-site, KolkataCompany: Zorrro Deliveries Private LimitedAbout Zorrro Deliveries:Zorrro Deliveries is a fast-growing company with two divisions, Logistics and IT, each focused on transforming its respective industry. Our Logistics division provides efficient, seamless last-mile delivery solutions, while...

  • is hiring For Deputy Manager @ Kolkata

    21 hours ago

    Kolkata, West Bengal, India Wipro Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    Inviting applicant for Deputy Manager for KolkataExperience- 7 to 10 YrsQualification- Any Life science GraduateCandidate should have excellent Communication in EnglishShould be ready for Fixed Night shiftsShould have Extensive Knowledge of Medical Device Complain InvestigationShould be a Team leader on paper & should have Strong people management...