General Information Req # WD00083744 Career area: Services Country/Region: Mexico State: Distrito Federal City: Mexico D.F. Date: Friday, June 6, 2025 Working time: Full-time Additional Locations:  * Brazil - Distrito Federal 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

Custom Fulfillment Services (CFS) and the Service Management Office (SMO – Delivery) are integral components of our DWS Delivery portfolio. These services enable customers to personalize their Lenovo devices through tailored imaging, asset tagging, and custom bundle configurations, all within a Lenovo-managed environment. From a delivery perspective, we are committed to providing exceptional professional service quality, aligned with contractual commitments and consistently delivering a high standard of Customer Experience (CX).

Role

DWS Delivery is seeking a results-driven professional with strong leadership capabilities, a proven track record in continuous process improvement, and extensive experience in vendor management. This role is pivotal to the successful execution of Lenovo’s device customization and delivery of professional services. The ideal candidate will oversee end-to-end service delivery, ensuring operational excellence, cost efficiency, and an outstanding customer experience across LATAM markets.

Responsibilities

Lead the execution of Custom Fulfillment Services (CFS) in Brazil, Mexico, and future expansion markets, including custom imaging, asset tagging, and bundle configuration, ensuring alignment with customer requirements.Manage the Service Management Office (SMO), monitoring, controlling, and executing operations to consistently meet service levels, timelines, cost targets, and quality standards.Serve as the primary escalation point for customers during the delivery phase, ensuring timely communication and effective issue resolution.Collaborate with cross-functional teams—including presales, sales, engineering, logistics, and support—to ensure seamless service integration and execution.Coordinate with vendors throughout the delivery process, ensuring performance, compliance, and alignment with Lenovo’s service standards.Monitor and report on key performance indicators (KPIs) related to CFS, service delivery, and customer satisfaction.Lead and manage the existing team to ensure operational success. Oversee team expansion or reduction in response to market and customer demands.Drive continuous improvement initiatives to enhance service efficiency, scalability, cost-effectiveness, and overall customer experience.Ensure full compliance with contractual obligations and service-level agreements (SLAs).

Qualifications

Bachelor’s degree in Engineering, Business, Information Technology, Supply Chain, or a related field (Master’s degree preferred).Minimum of 5 years of experience in service delivery, operations, or project management, preferably within the IT or technology sector.In-depth knowledge of device lifecycle services and fulfillment operations.Strong expertise in time and motion studies, as well as continuous improvement methodologies such as Lean and Six Sigma.Demonstrated ability to lead complex projects and manage cross-functional teams in a global environment.Excellent communication, problem-solving, and customer relationship management skills.Familiarity with ITIL frameworks and best practices is a plus.

Preferred Attributes

Strong customer-centric mindset with a demonstrated commitment to delivering high-quality service and support.Analytical and solution-oriented, with a proactive approach to identifying challenges and implementing effective resolutions.Highly adaptable and comfortable working in fast-paced, dynamic environments with shifting priorities and tight deadlines.Exhibit a high level of emotional intelligence, including strong self-awareness, empathy, and interpersonal skills that foster effective collaboration, conflict resolution, and leadership.Proficiency in English (spoken and written) is required; additional language skills are a plus.Proficiency in Spanish is required
Primary location: Brazil, Sao Paulo. Additional Locations:  * Brazil - Distrito Federal * Brazil * Brazil - Distrito Federal