Team Lead - GICS Control Tower

Lenovo

Lenovo

Bengaluru, Karnataka, India

Posted on Apr 17, 2026

General Information

Req #
WD00097278
Career area:
Hardware Engineering
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Friday, April 10, 2026
Working time:
Full-time
Additional Locations:
* India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE

Why Work at Lenovo

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Description and Requirements

Team Lead – GICS Control Tower

Location: Bangalore (Global Role)
Reports To: Senior Manager – Global Configuration Services
Employment Type: Full-Time

Role Overview

Lead the Global Control Tower for Imaging & Configuration Services, driving governance, visibility, workload balance, predictive analytics, and operational discipline across worldwide ITC labs and CFS centers. Act as the single point of orchestration across regions, ensuring SLA adherence, workload optimization, accurate forecasting, and structured executive reporting.

Key Responsibilities

  • Global Monitoring & Governance: Track aged projects, SLA risks, workload, escalations, and provide executive dashboards/reports.
  • Workload & Capacity Optimization: Balance workloads across regions, monitor engineer ratios, and recommend capacity planning.
  • Forecasting & Analytics: Build predictive models for ITC/CFS, support workforce planning, and scenario modeling.
  • Operational Excellence: Drive improvement initiatives, outage tracking, problem management, and image management centralization.
  • Process & System Governance: Oversee ServiceNow transitions, ensure compliance during migrations.
  • Knowledge Management & Enablement: Standardize KM, scale pilots, maintain documentation, and support training.
  • Stakeholder Management: Lead governance forums, present insights, and liaise with global leaders and operations.

Scope

  • Global Imaging Labs & Configuration Centers
  • Regional workload balancing and SLA improvement.
  • Capacity planning and governance of priority projects.

Success Metrics

  • SLA adherence
  • Projects per engineer ratio
  • Forecast accuracy
  • Reduction in aged projects
  • Escalation resolution cycle time
  • Timely executive reporting

Qualifications

  • College Graduate with IT Service delivery experience.
  • Experience in global/multi-site delivery and governance forums
  • Strong analytical skills (Excel/Power BI) and forecasting expertise
  • ServiceNow exposure preferred
  • Proven stakeholder management across geographies

Preferred Experience

  • IT Services, PC Imaging, Enterprise Deployment background
  • Control Tower/UCC model experience
  • Lean/Six Sigma exposure
  • AI/automation analytics

Leadership Competencies

  • Executive presence & data storytelling
  • Escalation management
  • Structured problem solving
  • Cross-cultural collaboration
  • Ability to scale operations in ambiguity

Additional Locations:
* India - Karnātaka - Bangalore
* India - Karnātaka - BANGALORE
* India
* India - Karnātaka
* India - Karnātaka - Bangalore , * India - Karnātaka - BANGALORE
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