Sr. Manager, Cloud Services Provider

Lenovo; North Carolina; On-site; USD 170,000 - 210,000; Full time

Job summary

Lenovo is seeking a Cloud Services Provider Senior Manager to drive service readiness for ISG Tier 1/2 customers. The role has worldwide customer responsibility, focusing on service readiness and delivering outstanding customer experience to meet revenue targets.

The ideal candidate will lead a global services team, manage escalations, and drive cost-saving initiatives across customer products, while coordinating with procurement and WW teams across geographies.

Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, or a related field.
• 7-10 years of relevant professional experience in program management, operations, customer support, or a related discipline.
• Demonstrated ability to collaborate effectively across cross-functional teams and navigate a complex, matrixed organizational environment.

Responsibilities

• Lead a worldwide services and readiness team to deliver on time, customer-specific warranty requirements.
• Drive key customer escalations around support and delivery including parts backlog management with WW parts and procurement teams.
• Communicate effectively across multiple leadership levels and with Lenovo's top Tier 1 and Tier 2 customers.
• Lead and manage a WW team across multiple geographies.

Skills

Program management

Operations management

Customer support

Leadership

Cross-functional collaboration

Education

Bachelor's degree

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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.

The Cloud Services Provider Sr. Manager is responsible for driving Service Readiness for our ISG Tier 1 / Tier 2 customers, Lenovo’s largest revenue growth area. This role will have worldwide customer responsibility with a focus on service readiness excellence and delivering outstanding customer experience. The CSP Services Manager must have excellent relationship skills, the ability to collaborate and solve complex internal and customer issues across a WW team as well as outstanding and professional communications skills. Ensuring the best possible customer experience while helping Lenovo meet and exceed our revenue targets is the key to success in this role.

The Ideal Candidate Must Be Able To

• Lead a world wide services and readiness team to deliver on time, customer specific warranty requirements.
• Drive key customer escalations around support and delivery including parts backlog management while working with our WW parts and procurement team.
• Communicate effectively across multiple levels leadership as well as with Lenovo's top Tier 1 and Tier 2 customers
• Lead and manage a WW team across multiple geographies.
• Provide lifecycle services advice while driving cost savings initiative across the life of specific customer products.
• Manage tight and aggressive timelines and targets to deliver customized solutions to our customers.
• Manage cost targets and KPIs while driving operational efficiencies to deliver optimized support solutions.
• Deliver optimized service cost estimates for Tier 1 customer designs as well as CSP lead product offerings

This Candidate Will Also Act As a

• A key stakeholder from services in the weekly WW NPIS meetings related to customer and product lead ODTs.
• A key stakeholder for the WW PIDT meetings on new Tier 1 and Tier 2 customers as well as product lead offerings across CSP.

Basic Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, or a related field.
• 7-10 years of relevant professional experience in program management, operations, customer support, or a related discipline.
• Demonstrated ability to collaborate effectively across cross-functional teams and navigate a complex, matrixed organizational environment.

Preferred Qualifications:

• Excellent verbal and written communication skills, with the ability to influence stakeholders at multiple levels of the organization.
• Strong analytical and problem-solving capabilities with a proven track record of driving resolution to complex business and customer issues.
• Customer-focused mindset with exceptional customer service skills and experience managing high-priority or critical escalations through to resolution.
• Ability to balance competing priorities, exercise sound judgment, and maintain composure in a fast-paced environment.

: 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.