Service Delivery Manager Kolkata

3 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.

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