Service Engagement Lead — Enterprise IT & Escalations

Lenovo; Caba; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Lenovo Philippines is seeking a Service Engagement Manager (SEM) to own the end-to-end coordination of support service activities between the customer and Lenovo teams, driving requests to successful conclusions and acting as the single point of contact for escalations.

Ideal candidates will have 5+ years in customer-facing roles, excellent communication and analytical skills, and the ability to influence across functions in an international environment.

Qualifications

• 5+ years of customer-facing / escalation management experience.
• Bachelor's degree in computer science, engineering or business.
• Strong communication and interpersonal skills.

Responsibilities

• Coordinate end-to-end support service activities between customer and Lenovo teams.
• Serve as single point of contact for customer escalations.
• Engage with senior stakeholders and cross-functional teams to resolve issues.

Skills

Customer-facing skills

Strong communication

Analytical mindset

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree in CS/Engineering/Business

Tools

Excel

Power BI

PowerPoint

SAP

Job description

Lenovo Philippines is seeking a Service Engagement Manager (SEM) to own the end-to-end coordination of support service activities between the customer and Lenovo teams, driving requests to successful conclusions and acting as the single point of contact for escalations.

Ideal candidates will have 5+ years in customer-facing roles, excellent communication and analytical skills, and the ability to influence across functions in an international environment.