Manager Field Service Delivery

Lenovo; Gurgaon; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Lenovo in India is seeking a Service Delivery Manager to lead field service delivery across the East India region, coordinating with ASPs and cross‑functional teams to meet business objectives. You will monitor KPI performance, drive CX improvements, manage partner relationships, and promote post‑sales services aligned with Lenovo’s PCSD strategy in a dynamic, customer‑centric environment.

This role demands 10+ years of experience in product services or customer support, a strong ownership

Qualifications

• Graduate in any discipline; technical background preferred.
• Minimum 10 years of relevant experience in product services or customer support.
• 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.

Responsibilities

• Drive daily operations of field service delivery with ASPs in the region.
• Ensure adherence to KPIs: ECT, CX (Top 3 Box), repeat repair rates, spare parts and inventory hygiene.
• Engage with Consumer and SMB sales teams and channel partners to support PSAT targets.
• Align tactical and strategic service initiatives with Lenovo's regional objectives.

Skills

Field service ops

Vendor management

CX focus

Cross-functional

Sales coordination

Upsell & APOS

Education

Bachelor's degree

Job description

Job Description:

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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.

This role is part of Lenovo’s Services organization 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.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Requirements: