Job Description

Position Overview

Lenovo is seeking an experienced

India Service Support Operations Manager

to lead end-to-end service operations, drive customer experience excellence, and strengthen operational and financial performance. This role requires strong analytical capability, stakeholder collaboration, and deep understanding of service operations.

Key Responsibilities

Manage full lifecycle operations across

Parts

,

Field Service

, and

Contact Center

. Analyze customer behavior, KPIs, and operational trends using data and AI-driven tools. Develop targeted operation strategies to improve customer experience and OPEX efficiency. Collaborate with AP Headquarters and regional leaders for forecasting, performance tracking, and workflow improvements. Ensure adoption of standard processes, reports, and workflows across customer service and related domains. Benchmark KPIs across regions; identify improvement opportunities with cost-benefit and breakeven analysis. Monitor financial metrics including

cost per incident

and

cost per service order

to ensure alignment with business goals.

Required Qualifications

10+ years

of total professional experience.

4+ years

in service or customer experience roles (service design, process optimization, service quality, etc.).

2+ years

working with financial data (P&L, OPEX, operational costs). Strong analytical, metric-driven, and results-oriented mindset. Ability to work in a fast-paced environment and manage multiple priorities. High attention to detail with proven experience managing operations "by the numbers.
Job Types: Full-time, Permanent

Pay: ?2,500,000.00 - ?3,000,000.00 per year

Benefits:

Health insurance Paid sick time Provident Fund
Work Location: In person