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 role will impact business both internally and externally.
• You are responsible for working against SLA & KPI agreements and work against overall contract profitability with the overall goals of increasing the efficiency and effectiveness of the contract thereby increasing customer satisfaction.
• Sound business understanding is required along with effective leadership skills.
• Decision-making, contract negotiation and management come along with solution development.
• You need to be an effective communicator and negotiator.
• This individual should be an effective leader and team player taking and executing the direction for the team. Strong ethical standards and work ethic.

• Lead complex service delivery processes, develop creative resolutions to complex problems and ensure contractual support service deliverables are understood and managed effectively.
• Maximize the value of the customer's investment in Lenovo products and services throughout the end to end customer life-cycle. Manage customer escalations and act as the customer's advocate.
• Ensure effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers.
• Compile, analyse and interpret statistical data and trends relating to service level and operational effectiveness.
• Act as a single point of contact for customer escalations and own the coordination and oversight to problem-solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.
• Develop and deliver post-incident reports on all critical support incidents, adhere to customer support plans and relationships.
• Manage Lenovo and Vendor's invoices (invoices and purchase orders)
• Control account P&L.
• Responsible to verify cost model content and pricing match the SOW during handover from transition to steady-state.
• Manage appropriate internal and external resources to meet set deadlines.

• Degree in IT or related discipline.
• Eight to Ten years experience in Service Delivery management as a customer facing role.
• Excellent project management and analytical skills.
• Excellent communication and collaboration skills.