General Information Req WD00085494 Career area Services Country Region India State West Bengal City Kolkata Date Thursday July 24 2025 Working time Full-time Additional Locations India - West Bengal - Kolkta India - West Bengal - Kolkata Why Work at Lenovo We are Lenovo We do what we say We own what we do We WOW our customers Lenovo is a US 57 billion revenue global technology powerhouse ranked 248 in the Fortune Global 500 and serving millions of customers every day in 180 markets Focused on a bold vision to deliver Smarter Technology for All Lenovo has built on its success as the world s largest PC company with a full-stack portfolio of AI-enabled AI-ready and AI-optimized devices PCs workstations smartphones tablets infrastructure server storage edge high performance computing and software defined infrastructure software solutions and services Lenovo s continued investment in world-changing innovation is building a more equitable trustworthy and smarter future for everyone everywhere Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited HKSE 992 ADR LNVGY This transformation together with Lenovo s world-changing innovation is building a more inclusive trustworthy and smarter future for everyone everywhere To find out more visit www lenovo com and read about the latest news via our StoryHub 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 agile 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 - Kolkta India - West Bengal - Kolkata India India - West Bengal India - West Bengal - Kolkta 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 Lenovo careers page or contact IndiaTA lenovo com Stay informed and cautious to protect yourself from recruitment fraud Report any suspicious activity to local authorities

📌 Service Delivery Manager - East Region (West Bengal)
🏢 Lenovo
📍 West Bengal