General Information

Req #
WD00083381
Career area:
Services
Country/Region:
Spain
State:
Madrid
City:
Madrid
Date:
Wednesday, May 28, 2025
Working time:
Full-time
Additional Locations: 
* Spain

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


As a Service Delivery Professional, you will be the face of our services organization in the Iberia region. You will ensure seamless service execution, drive customer satisfaction, and support revenue generation through strategic collaboration with vendors, sales, and support teams. This role is pivotal in aligning local service delivery with EMEA-wide goals while maintaining high standards of performance and cost efficiency.


Key Responsibilities

Service Operations & Customer Experience

  • Oversee daily service operations to ensure timely, high-quality delivery aligned with KPIs and customer expectations.
  • Manage high-priority escalations to ensure swift resolution and customer satisfaction.
  • Conduct mystery shopping and collaborate with the CX team on root cause analysis to improve service quality.
  • Balance cost efficiency with customer experience to maintain high satisfaction at optimal cost.

Vendor & Partner Management

  • Monitor and analyze market KPIs, owning the performance results for the region.
  • Lead local vendor performance reviews (QBRs/MBRs) and initiate improvement plans as needed.
  • Conduct partner visits, face-to-face reviews, and technician ride-alongs to ensure service excellence.
  • Actively participate in central/EMEA with key partners (e.g., IBM, Teleperformance).

Revenue & Market Development

  • Support revenue generation by assisting with VIP deals and strategic service opportunities.
  • Build and maintain strong relationships with ISO and Service Sales teams to manage VIP customers.
  • Represent the services organization in internal and external forums, including local service summits.

Process Optimization & Reporting

  • Drive local process optimizations and support EMEA-wide service improvement projects.
  • Collaborate with reporting teams to create and optimize smart, actionable service reports.
  • Lead regular service performance reviews with Sales and act as the primary service contact.


Requirements

  • 3+ years of experience in service delivery, operations management, or a related field, preferably in a multinational environment.
  • Strong analytical and communication skills, with the ability to manage multiple stakeholders and drive performance improvements.
  • Fluency in English and Spanish (both written and spoken) are necessary; Portuguese or additional European languages are a plus.


If you're passionate about delivering exceptional service and driving operational excellence, we encourage you to apply and join our team!



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.

Additional Locations: 
* Spain
* Spain


AI PROCESSING NOTICE

We use AI-based tools to support some of our processes (e.g. online interviews recordings and transcripts) in order to achieve better efficiency, accuracy and for our documentation purposes. AI can make mistakes, but we always make sure that the outputs are manually reviewed by a human. You can always opt-out or contact us in case of any question.
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