Manager of IT Project Management

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.

Role Description

Lead complex service delivery processes, develop creative resolutions to complex problems and ensurecontractual 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 endcustomer life-cycle. Manage customer escalations and act as the customer’s advocate.

Ensure effective ownership, communication, coordination, and facilitation of support service activities between theCustomer and support teams, account teams, field service personnel, and customers.

Compile, analyze 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, investigationand analysis of product problems.

Develop and deliver post-incident reports on all critical support incidents, adhere to customer support plans andrelationships.

Manage Lenovo and Vendor’s invoices (invoices and purchase orders)

Control account PL.

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.

Qualification Experience

Degree in IT or related discipline.

Eight to Ten years' experience in Service Delivery management role in a customer facing role.

Excellent project management and analytical skills.

Excellent communication and collaboration skills.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.