#### Position Description:


This role is primarily a delivery and operations role, interacting with the
Lenovo Service Providers (e.g. Field and Depot Service Providers) and
Authorised Warranty Repairers (AWSPs) to provide guidance, governance and
reporting on performance KPIs. This activity will include, monitoring and
tracking performance metrics, identifying trends where Service Providers are
on or off track and ensuring Services Providers and AWSPs have adequate plans
in place to consistently met performance targets.

Key activities:

• Review performance KPIs on a weekly, monthly and quarterly basis
• Identify any off track areas
• Hold review meetings with key Service Providers and AWSPs on a monthly basis
and as needed
• Ensure Service Providers and AWSPs adhere to agreed training and
certification programs
• On-board any new AWSPs; ensuring education of program expectations and KPI
tracking
• Deep Dive appraisals of tier 1 metrics (TAT, CSAT) as related to Service
Provider and AWSP performance
• Identify performance improvement opportunities
• Contribute to weekly BMS meetings and MBR reviews

#### Position Requirements:


• Working Knowledge on Windows Operating Systems and MS Products
• Strong understanding of the warranty model
• Strong Services Industry and ‘ITIL’ acumen
• Ability to read and understand Service Provider contracts
• Good ability to communicate ideas, sound knowledge of MS Products
• Financial acumen
• Strong customer service skills
• Ability to assist in executing and overseeing activities in Service Delivery
transformation projects
• Effective communication skills at all levels - written and verbal

At Lenovo we're proud to be an equal opportunity employer. Applications from
people with disabilities are welcome!


About Lenovo Services

We think and act differently!

Lenovo Services adopted a new way towards a smart transformation to become a
solution-based company. Services offer a comprehensive portfolio of services
that support the full lifecycle of the Lenovo products. At every stage from
planning, deployment, support to asset disposal we offer the expertise and
services to more accurately budget for the customer`s IT expenses, deliver
better SLA and generate greater end user satisfaction.

Shape a new Services culture with us!

About Lenovo

Lenovo is a $46 billion global Fortune 500 company and leader in providing
innovative consumer, commercial and enterprise technology. Our portfolio of
high-quality, secure products and services covers PCs, workstations, servers,
storage, smart TVs and a family of mobile products like smartphones, tablets
and apps. Everyone here at Lenovo is an integral part of the company, working
together, across continents, cultures and innovations, all comprised in a
friendly, fast-paced, work environment that focuses on one common goal: to be
known as the best in what we do.