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Service Operations Manager

Lenovo

Lenovo

Operations
Gunma, Japan
Posted on Jul 9, 2025
Apply now

General Information

Req #
WD00083474
Career area:
Information Technology
Country/Region:
Japan
State:
Gunma
City:
Ota-shi
Date:
Friday, July 4, 2025
Working time:
Full-time
Additional Locations:
* Japan - Gunma - Ota-shi

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Employer: NEC Personal Computers, Ltd.
Work location: Ota-shi (Gunma)
Smoking: Not allowed in the office,
Employment condition: Permanent Staff (Probation period: 6 months)
Expected salary: Depending on the current salary and experience, we would make our decision
Overtime allowance: Not applicable
Working hours: 8:30-17:15 (Rest time: 1 hour (12:00-13:00))
Holidays: Saturday, Sunday, national holidays, year-end holiday, established anniversary day, special holiday, and compensatory holiday
Social insurance and benefits: Comprised of Pension, Health, Unemployment and Worker's Accident Compensation, Defined-contribution pension, property accumulation savings, Lenovo employee group life insurance, etc.
Main role:
Responsible for overseeing and coordinating programs with Services Organization to deliver customer experience and continuously improving cost to service. Support programs and deliverables to align with business goals and deliver the desired customer experience within Opex goals.
Key Responsibilities:
  • Program Strategy and Planning:
    Develop and implement program strategies to support customer needs, including data analysis and visualization, insights and analytics and program management activities.
  • Project Coordination:
    Oversee multiple projects within the program, ensuring they align with program goals and OpEx commitments.
  • Performance Monitoring and Reporting:
    Track program performance against key metrics, identify areas for improvement, and report on progress to stakeholders.
  • Stakeholder Management:
    Communicate program status, progress, and issues to various stakeholders, including internal teams and external partners.
  • Process Improvement:
    Identify and implement process improvements to enhance efficiency and effectiveness of CEC, Parts, Labor and Logistics tower, along with breakfix and non breakfix offerings.
  • Data Analysis:
    Analyze data to understand customer needs, identify trends, and make data-driven decisions.
  • Collaboration:
    Work collaboratively with other teams, including Upsell, Finance, Tech, FS, WW teams and Tower leads to achieve KPI and OpEx commitments.
Skills and Qualifications:
  • Project Management:
    Strong project management skills with the ability to plan, organize, and execute projects effectively.
  • Communication:
    Excellent verbal, written, and interpersonal communication skills to effectively communicate with internal and external stakeholders in Japanese and English
  • Analytical Skills:
    Ability to analyze data, identify trends, and make data-driven decisions.
  • Problem-Solving:
    Ability to identify and solve problems effectively, both independently and collaboratively.
  • Customer Focus:
    Strong understanding of customer needs and a commitment to providing excellent customer support.
  • Industry Knowledge:
    Familiarity with Contact centre, product lifecycle, supply chain industry, particularly in PC manufacturing industry.
  • Technical Knowledge:
    Should have proficient hands on knowledge of Lean, Six Sigma, Statistical Analysis, Power BI, Microsoft Suite ( Excel, Powerpoint and Project).

Additional Locations:
* Japan - Gunma - Ota-shi
* Japan
* Japan - Gunma
* Japan - Gunma - Ota-shi
Apply now
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