Technical Service Delivery Specialist

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Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, serving millions of customers every day in 180 markets. Focused on delivering Smarter Technology for All, Lenovo has built a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (servers, storage, edge, high-performance computing, and software-defined infrastructure), software, solutions, and services. Our ongoing investment in innovation aims to build 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 and innovation are driving us toward a more inclusive and smarter future. To learn more, visit www.lenovo.com and read the latest news on our StoryHub.

Description and Requirements

The Technical Service Delivery Specialist acts as a single point of contact for service issues, ensuring responsiveness and resolution. They utilize feedback from accounts and their knowledge to improve processes, enhance efficiency, and reduce service delivery costs, establishing new processes as needed.

The specialist closely monitors service activity and performance against KPIs, escalating issues to appropriate teams and service providers. They develop and present analyses of service metrics internally and externally on a weekly, monthly, or quarterly basis.

The role requires comfort in dealing with all levels of customer representatives, sales, and services leadership within Lenovo. The specialist advocates for our customers’ service needs within the business.

Day-to-Day Responsibilities

• Relationship/Escalation Management – Act as the customer advocate
• Prevention – Develops and coordinates proactive support initiatives
• Optimization – Leads continuous improvement activities
• Support – Manages complex service delivery processes and contractual support deliverables
• Collaboration – Analyzes statistical data and trends

Key Responsibilities

• Meet demanding customer expectations
• Serve as the single point of contact for operational issues in a cross-functional environment
• Coordinate technical issues and customer needs
• Conduct weekly status calls with customers, including high-level executives
• Create and present quarterly support analysis reports
• Develop processes and procedures for customized support services
• Drive business improvements for customer and internal operations
• Provide updates on escalated issues
• Project manage customer-facing projects and internal service enhancements
• Engage with customers to prioritize and resolve issues
• Travel quarterly for customer site visits to review operational performance and satisfaction
• Understand customer’s internal business functions and culture
• Build and maintain relationships with customer management
• Lead strategies to improve perceived service quality
• Understand industry trends and financial aspects of customer’s business

Position Requirements

• 4-6 years of experience in Customer Success, IT Engineering, or Business Analysis
• Experience presenting to executives
• Strong technical gap analysis and customer service skills
• 2+ years of data trend analysis and performance improvement suggestions
• Expertise in Excel (pivot tables, macros, reporting, data organization)
• Critical thinking, proactive approach, decision-making skills
• Experience dealing with external/internal customers, conflict management, trend analysis, and effective communication

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or other protected classes.

Additional Location: Mexico - Distrito Federal - Mexico D.F.

If you require accommodations to complete this application, please contact contactability@lenovo.com.