Service Engagement Manager

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 (https://www.lenovo.com), and read about the latest news via our StoryHub (https://news.lenovo.com/).

As a Service Engagement Manager (SEM), you will own the end-to-end coordination of support service activities between the customer and Lenovo support teams to drive service requests and orders to successful conclusion. You will act as the single point of contact for customer escalations, ensuring clear ownership, communication, and facilitation of problem-solving across involved teams. This role suits a highly organized, customer-advocacy minded professional with strong analytical capability, confidence engaging with senior stakeholders (up to CXO level), and technical competence in server & storage technologies.

Key Responsibilities:

- Manage open service requests and orders through to successful conclusion.
- Collaborate with the Technical Team Lead to optimize SLA adherence and performance.
- Maximize the value of the customer’s investment in Lenovo products and services throughout the end-to-end customer lifecycle.
- Ensure effective ownership, communication, coordination, and facilitation of support service activities between the customer and internal support teams.
- Act as the single point of contact for customer escalations, coordinating and overseeing problem-solving across all involved parties.
- Develop and deliver post-incident reports for all critical support incidents and adhere to customer support plans and relationships.
- Use complex analytical skills to recognize trends, improve performance, and support proactive maintenance initiatives based on best practices and statistical data trends.
- Lead complex service delivery processes, driving creative resolutions to complex problems and ensuring contractual support service deliverables are understood and managed effectively.

Position Requirements:

- General understanding of and technical competence in server technologies.
- Familiarity with Enterprise storage products and operating systems, specifically Netapp Ontap 9
- A solid understanding of storage protocols and performance metrics and proved experience utilizing AI tools for automating tasks and reporting
- Ability to effectively interact and communicate with senior executive to CXO level personnel.
- Excellent presentation, communication, and interpersonal skills.
- Excellent organizational skills; self-starter with experience managing multiple initiatives simultaneously in a demanding and changing environment.
- Business fluent English (mandatory)
- Previous experience in Project Management / Program Management or Escalation Management is beneficial.

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.

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