General Information

Req #
Career area:
Prague 7
Tuesday, July 13, 2021
Working time:

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. 

And we go big. No, not big—huge.

We’re not just a Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

The one thing that’s missing? Well… you...

Description and Requirements

We are currently looking for EMEA Central Depot Services Support Delivery Manager to join our team near Prague (Lovosice).

Your responsibilities:

* Manage Service Provider/s operational and financial performance.
* Drive performance improvements - metrics including On Time Response, TAT, Repeat repair, Parts per incident and CSat.
* Service Provider management through:
* Performing weekly/monthly/quarterly reviews (focus on KPI’s, i.e. Top3 Box, OSat, PPSN, RRR, NPRA, cost efficiency etc.).
* Drive end-2-end service delivery management through our Service Partner.
* Participate in regular Operations and Quality Performance audits.
* Escalate and help resolve any issues regarding parts shortages, registration issues, web performance, IT system performance, technical support and training to Geo and Global function teams.
* Critical issue handling.
* Gather & apply industry best practices and benchmarks so as to apply "best-in-class" process models and target performance metrics.

Key Interactions:

* The Depot Service Delivery Manager will work independently and cross-functionally with warranty service operations team, parts/logistics teams, peers and Regional Services Management.

Reporting to:

* Consumer Segment Lead.


* 5+ years of field service delivery and management experience in computer technology companies.
* Bachelor’s Degree or equivalent Experience with vendor management.
* Strong data analysis skills
* Strong on task execution & problem solving
* Excellent negotiation and influencing skills
* Experience handling customer special cases and exception approvals
* Good understanding of typical Services and Warranty legal terms and conditions of specific markets
* Able to fully understand business finance and KPI measurements.
* Fluent in English (verbal and written).
* Solid technical knowledge.
* Lean/Six Sigma Green Belt certified would be a distinct advantage.

What we will offer:

* An open and stimulating environment within one of the most forward thinking IT companies.
* Flat structures and fast decision-making processes.
* A modern and flexible way of working to combine personal and professional life, working from home.
* An international team with a high focus on diversity.
* Attractive compensation package.

We are looking forward to discussing this position with you soon!
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, status as a veteran, and basis of disability or any federal, state, or local protected class.