General Information

Req #
WD00008154
Career area:
Services
Country:
United States of America
State:
Texas
City:
FT. Worth
Additional locations:
IL312 - MERCHANDISE MART
Date:
Wednesday, July 21, 2021
Working time:
Full-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

NA Service Delivery Sr. Manager Service Delivery Sr Manager is responsible for post sales operations (Contact Center and Repair Centers). We are looking for a professional who can deliver high quality, timely and responsive services for Motorola & Lenovo customers in NA, also to lead a team forward towards success. Provides technical guidance to the business in area of expertise. Understands how areas within departments integrate to drive functional or business unit objectives. Support company’s strategy aligning and designing strategy of management area. Lead and bring technology and innovation towards to improve continuously customer experience while optimizing operational cost.

Responsibilities:

* Design strategy to improve Customer Experience and increase cost efficiency (aligned with corporate strategy)
* Lead projects implementation aligned with strategy Drive continuous transformation of NA Service model through innovation and operational excellence Focal point to integrate and drive functional or business unit goals
* Establish service strategy and warranty terms in support of product roadmap and launches
* Manage relationship and own contract negotiation with partners (Contact Center and Repair Center vendors)
* Manage relationship with Carriers in order to drive best customers experience and optimize warranty cost Assure KPIs delivery in weekly basis and drive team to continuous improvement
* Plan budget and control its execution (overall warranty country P&L)
* Drive the design of service delivery systems, processes & policies, and lead new products introduction (Service readiness)
* Working with complex issues where analysis of situations or data requires an in-depth knowledge of the company and the tech industry
* As a senior manager, responsible for managing team(s), working environment, employee career development, and day-to-day management activities - recruitment, training, guidance and coaching, and performance management

Key Qualification and Skills Required:

* Bachelor’s degree in business Administration, Electric Engineering or management courses.
* Desired MBA or post-graduation degree Fluent in English (spoken and written) is mandatory
* 10-12 years of relevant experience and at least 5 years as a Sr. manager (Service operations, Post Sales management fields and people management)
* Strong communication skills are required to persuade team members from other internal departments, customers and vendors Problem solving skills (perform complex root cause and/or financial analysis and resolve unseen or projected technical/practical problems by adopting industry best practices)
* Data driven/analytics capability profile Excel and Power Point knowledge

Preferred Qualifications:

* AI & Data Analytics knowledge is a plus
* Experience in Electronic Devices Industry is a plus
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.