Lenovo is opening a newly created position where you will have end-to-end responsibility for all Service Delivery in KSA relating to break-fix support and covering PC, Infrastructure (ISG) and Phone (MBG) support.

You will represent the ‘face’ of Services Support in KSA and will be the go to point in the region. The position is a result of our expansion plans and you will report to our Executive Director for EMEA Services Support and will have great visibility within the senior leadership team.

This is a growth market for Lenovo, so bring your can-do innovative mindset and get ready to work across teams, get things done, and prioritize based on market needs.

What will be your main responsibilities?

• Building a strong One Lenovo Team
• Supporting KSA business growth: develop a fully functional local service team and business plan to effectively support corporate expansion initiatives in the country
• Building a strong service partner network (in addition to existing service partners). Meeting customers & partners on a regular basis
• Ensuring service delivery execution on Customer Experience, SLAs and Cost to Lenovo customers via our Service Partners and internal providers.
• Working across the EMEA Service organization to drive improvements in KSA. For example, working with our Call Center teams to drive improvements in ‘fix on phone’ resolution, working with logistics to improve parts logistics flows, working with vendors to improve customer experience, Repeat Repair, Parts Per Serial Number.
• Leading performance reviews with Market leaders on Operational performance and improvement plans. Supporting customers and sales and identifying opportunities for Services Sales
• Owning Service QBRs and Leading long-term CX improvements programs
• This is a people leadership role, so BAU people management responsibilities apply

What do you bring?

• Professional fluency in Arabic & English
• Proven management experience – growing & leading teams – in KSA.
• Service Delivery experience with high-tech hardware companies. 5+ years minimum.
• Know-how of the market including service partners
• Experience in client and infrastructure delivery (phone support experience a plus)
• Deployment experience for Infrastructure
• Technical know-how on Infrastructure products and support