Lenovo

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.