Position Description: Key responsibilities: 1) Own the entire in-Country service delivery chain to ensure best customer experience for all PCSD customers: • Manage all day-to-day Service operations to all customers delivery are done within SLA or customer expectation • Good understand of all customer dissatisfaction issues and constant seek ways to improve the process or systems to minimize dissatisfaction and enhance good experience. Ability to analyse and deep dive to root cause of issues. • Be the Customer Experience (CX) focal to influence and lean good customer service practices sharing across different service touch points • Is the next level Customer Service Escalation point 2) Strong and effective governance on FS Vendor and Supplier management: • Manages service partners to deliver services according to agreed KPI and scope of work. • Manage overall Service Delivery cost and expense, keeping tight to budget allocated • Thorough knowledge of End-to-End Service Delivery process and is able to constantly develops service quality improvement and enhancement plans to improve customer satisfaction and Service operational efficiency. • Ability to run Service Partners Audits to ensure consistent practices and compliance 3) Strong business acumen to identify opportunities to Upsell Advance services: • Has knowledge of IT Service industry and able to identify potential gaps for Upselling on Advance services to customers • Knowledge of service partners that can be reached to extend Lenovo’s range of service capabilities • Enablement of service partners to enhance service options • Ability to manage business and financial data to manage profitable margin in Upsell Services. #### Position Requirements: • Min 3-5 years’ of direct experience managing  IT-related Customer Service centres / Field Service • Min 3-5 years’ direct experience on Vendor Management • Diploma or Bachelor’s Degree in Business Administration, Computer Science or Engineering • Experience working in MNC environment, interacting with out-country counterpart • Excellent interpersonal and communications skills • High ability to manage difficult customer issues or escalation • Excellent written and communication skills 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.