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).

• Strong executive presence with ability to manage through high intensity, high pressure scenarios
• Developing and executing strategic plans for improving customer satisfaction, loyalty and retention.
• Develop a professional relationship with key customer stake holders (executive level) and act as a single point of contact for the customer for all issues and challenges relating to the service.
• Intimately understand the customer business, future plans and strategy to be able to provide additional services and value, thereby expanding the services footprint.
• They may also be responsible for working with and / or coordinating multiple Service Delivery Managers dedicated to a common engagement or a small number of large/highly complex customer projects/deliverables.

• Develop and put forward both tactical and strategic initiatives and / or service improvement plans to accelerate contract value to bookings, to allow earlier revenue recognition.
• Work closely with sales teams to ensure customer requirements are met and that sales commitments are fulfilled

• Drive the continuous margin improvement programs, including an annual contract value growth.
• Ensure a great customer experience to gain contract renewals.
• Drive strategic initiatives that will improve effectiveness and client delivery in addition to improving employee engagement and motivation.
• Cost reduction within the program without sacrificing customer satisfaction.
• Ensure global lifecycle management – catalogue creation/management, product availability and/or constraint alerts
• Works with Lenovo Services in aggregating and delivering customer health data (break fix analysis, service history reports) for Quarterly business reviews with the Account executive.

• Ensure technical and related action items and oversees root cause analysis and seek ways to improve customer experience. Bridges the gap between Account Executives, Technical Solution Architects and Level 1/Premier support.
• Ensures the technical escalations are managed through the Support organisation while cases flow through the various support functions; business-impacting technical challenges, intercompany systems, etc. and act as internal Customer advocate to deliver the ‘as a service’ outcomes

• Manage customer complaints and escalations related to delivery, and work to resolve them quickly and efficiently
• Establish and assure adherence to budgets, schedules, work plans, and performance requirements.
• People Management experience is preferred

What we will offer You:

• Holiday purchase
• Private medical
• Income protection
• Attractive pension scheme
• Positive work life balance
• Learning and development
• Life insurance
• Lenovo and Motorola products discounts

You will report to SSG (Solutions & Services Group) organization structure. SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as-a-Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as-a-Service to Digital Workplace solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.