Service Operations Manager

6 hours ago

Bengaluru, Karnataka, India 4 Bell Technology Full time ₹ 25,00,000 - ₹ 30,00,000 per year

Position Overview

Lenovo is seeking an experienced India Service Support Operations Manager to lead end-to-end service operations, drive customer experience excellence, and strengthen operational and financial performance. This role requires strong analytical capability, stakeholder collaboration, and deep understanding of service operations.

Key Responsibilities

  • Manage full lifecycle operations across Parts, Field Service, and Contact Center.
  • Analyze customer behavior, KPIs, and operational trends using data and AI-driven tools.
  • Develop targeted operation strategies to improve customer experience and OPEX efficiency.
  • Collaborate with AP Headquarters and regional leaders for forecasting, performance tracking, and workflow improvements.
  • Ensure adoption of standard processes, reports, and workflows across customer service and related domains.
  • Benchmark KPIs across regions; identify improvement opportunities with cost-benefit and breakeven analysis.
  • Monitor financial metrics including cost per incident and cost per service order to ensure alignment with business goals.

Required Qualifications

  • 10+ years of total professional experience.
  • 4+ years in service or customer experience roles (service design, process optimization, service quality, etc.).
  • 2+ years working with financial data (P&L, OPEX, operational costs).
  • Strong analytical, metric-driven, and results-oriented mindset.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • High attention to detail with proven experience managing operations "by the numbers.

Job Types: Full-time, Permanent

Pay: ₹2,500, ₹3,000,000.00 per year

Benefits:

  • Health insurance
  • Paid sick time
  • Provident Fund

Work Location: In person

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