This position is a key specialist role managing the warranty, after sales services for the territory of Romania, Bulgaria and Hungary including management of Service partners, Outsourced centralized depot operation, spare parts logistics and Outsourced Call center operation.The following elements are key Roles & responsibilities of the Service Delivery Manager.Service Delivery Management responsibilities:? Responsible for Vendor management of a centralized depot and Customer Carry-in operations, conducting regular reviews of performance? Responsible for key country warranty services KPI's - cost, Customer satisfaction, service availability, legal liability coverage? Managing all supporting processes such as complaint management, call center to service partner interaction, legal exposure? Supporting country sales team in winning key commercial deals in securing the correct level of warranty service and communication of it? Driving up services sales revenue of Close-to-the-box services offerings? Gather & apply industry best practices and benchmarks so as to apply "best-in-class" process models and target performance metrics.? Ensure correct spare parts logistics flow, inventory levels in country and defective parts returns processes are up and running? Ensure audit compliance of overall warranty service operation for Lenovo in the specified countries
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