Service Excellence Manager

Lenovo; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Lenovo seeks a Service Excellence Manager to ensure SLA-aligned service delivery across regions, focusing on service parts operations, warehouse activities, and refurbishment. You will coordinate with field service providers to meet repair SLAs and drive improvements in efficiency and cost control.

With 5–8+ years in service operations, you will manage end-to-end parts readiness, logistics flows, and returns management, delivering consistent performance and scalable service models for Lenovo.

Qualifications

• Bachelor’s degree in Business, Engineering, Operations, or related discipline.
• 5–8+ years of experience in service operations or after-sales environments.
• Proven regional experience managing service parts operations end to end, including warehouses, logistics, and refurbishment.
• Experience working closely with field service providers to ensure repairs are completed within SLA.
• Experience operating in SLA-driven service environments.

Responsibilities

• Own end-to-end service performance, ensuring services are delivered according to defined SLAs
• Act as the accountability point to ensure service parts readiness and field service execution jointly support timely repairs
• Identify risks to SLA arising from parts availability, warehouse operations, logistics flows, refurbishment, or field service execution delays, and drive corrective alignment
• Provide clear operational prioritization and guidance to protect SLA performance across regions and service partners
• Ensure field service providers complete repairs within required SLA and turnaround time
• Work closely with service providers to monitor repair progress and address delays related to execution, technician availability, or process adherence
• Partner with service parts, warehouse, and logistics teams to ensure parts are available, positioned, and flowing effectively to support field service execution
• Ensure faulty and used parts are returned, refurbished, or dispositioned within defined timelines and policies
• Lead initiatives to optimize and transform warehouse, logistics, and service execution models supporting service delivery
• Identify opportunities to improve repair cycle time, operational efficiency, scalability, and cost structure

Skills

Service operations

Field service support

Logistics

Warehousing

Refurbishment

Return management

SLA management

Education

Bachelor's degree in Business, Engineering, Operations, or related discipline

Job description

The Service Excellence Manager is accountable for ensuring services are delivered in line with agreed SLA commitments, while driving structural improvements and transformation across service operations. This role requires regional, end-to-end experience managing service parts operations, including warehouse operations, logistics flows, service parts refurbishment, and returns management, as well as ensuring that field service providers execute repairs within SLA. The role ensures that both the physical service parts ecosystem and field service execution work together to support consistent service delivery, operational efficiency, and cost control.

Key responsibilities

• Own end-to-end service performance, ensuring services are delivered according to defined SLAs
• Act as the accountability point to ensure service parts readiness and field service execution jointly support timely repairs
• Identify risks to SLA arising from parts availability, warehouse operations, logistics flows, refurbishment, or field service execution delays, and drive corrective alignment
• Provide clear operational prioritization and guidance to protect SLA performance across regions and service partners
• Ensure field service providers complete repairs within required SLA and turnaround time
• Work closely with service providers to monitor repair progress and address delays related to execution, technician availability, or process adherence
• Partner with service parts, warehouse, and logistics teams to ensure parts are available, positioned, and flowing effectively to support field service execution
• Ensure faulty and used parts are returned, refurbished, or dispositioned within defined timelines and policies
• Lead initiatives to optimize and transform warehouse, logistics, and service execution models supporting service delivery
• Identify opportunities to improve repair cycle time, operational efficiency, scalability, and cost structure

About you

• Bachelor's degree in Business, Engineering, Operations, or a related discipline
• 5–8+ years of experience in service operations, field service support, service parts operations, logistics, or after-sales environments
• Proven regional experience managing service parts operations end to end, including warehouses, logistics, and refurbishment
• Experience working closely with field service providers to ensure repairs are completed within SLA
• Experience operating in SLA-driven service environments

Lenovo is a US$34 billion personal technology company, the second largest PC maker worldwide and an emerging PC Plus leader.

Serving customers in more than 160 countries, Lenovo's business is built on product innovation, a highly-efficient global supply chain and strong strategic execution. Its product lines include a full range of commercial and consumer PCs, servers and workstations, and a family of mobile internet devices including smartphones and tablets.

The "Protect and Attack" strategy is a key of Lenovo's success, and the right strategy for a PC Plus world. It is driving record market share, improved profitability and a more balanced business for Lenovo.

Lenovo is a US$34 billion personal technology company, the second largest PC maker worldwide and an emerging PC Plus leader.

Serving customers in more than 160 countries, Lenovo's business is built on product innovation, a highly-efficient global supply chain and strong strategic execution. Its product lines include a full range of commercial and consumer PCs, servers and workstations, and a family of mobile internet devices including smartphones and tablets.

The "Protect and Attack" strategy is a key of Lenovo's success, and the right strategy for a PC Plus world. It is driving record market share, improved profitability and a more balanced business for Lenovo.