AIDCS PNC Support Manager

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Lenovo’s Solutions & Services Group (SSG) is seeking a Global Services Leader to build, operate and scale the Power and Cooling support capability within AI Data Center Services (AIDCS), based in the UK or Europe. In this role, you will own service delivery for mission-critical AI and HPC environments, including global workforce planning, team growth, technical escalation governance and portfolio P&L. This is a support-management leadership role, rather than a hands-on engineering position, and does not own facilities operations or planned plant maintenance. You will report directly to the Global Director, Professional Services & Delivery.

What You Will Do:

Global Support Operations

- Own the global, follow-the-sun support model, covering remote and field response, escalations, on-call coverage, and OEM/partner integration. Manage SLAs, KPIs, major incidents, root-cause actions and executive customer reviews, while establishing consistent incident, problem, change, knowledge and continuous service-improvement processes.
- Own support readiness and service transition for new deployments, ensuring they are properly prepared and approved to move into steady-state service, with the required support processes, resources and operational structure in place.

Global Workforce & Team Leadership

- Lead global workforce planning and scheduling, forecasting demand across incidents, escalations, commissioning support, change windows and specialist interventions. Balance priorities and contingency coverage across customers, geographies and time zones, while managing skills coverage, utilisation, productivity, travel, contractor usage and on-call capacity against service and financial targets.
- Build, lead and scale a geographically distributed specialist organisation across power, electrical, mechanical and liquid-cooling disciplines. Own organisation design, recruitment, performance, development, succession and retention; establish competency frameworks and career paths; develop regional leaders; and create the right mix of employees, contractors, partners and OEM resources. Address resource gaps through hiring, development or external support, backed by accurate capacity reporting.

P&L, Commercial & Growth Ownership

- Own the support portfolio P&L and commercial performance, including the annual plan, budget and forecast, with accountability for revenue, margin, operating cost and profitability. Control labour, travel, subcontractor, spares and tooling costs while protecting service commitments, and own service costing, pricing and commercial governance, including bid and contract reviews for delivery and financial risk.
- Drive recurring revenue and portfolio growth through standard service offerings, service attach, renewals, lifecycle services and portfolio expansion, ensuring that support capabilities contribute to both customer value and sustainable commercial growth.

Technical Support, Safety & Lifecycle Governance

- Act as the senior AIDCS escalation and support authority across liquid cooling and critical power infrastructure, including CDU systems, UPS, switchgear, generators and rack power. Provide technical governance for CDU operations, including coolant flow, pressure, temperature, filtration, controls, alarms and integration with facility and technology cooling loops. Oversee water and coolant chemistry requirements covering water quality, corrosion control, conductivity, pH, biological growth, contamination, sampling and treatment, coordinating specialist analysis and corrective actions where required.
- Own technical supportability, lifecycle governance and operational risk, covering resilience, production acceptance, service procedures, spares, warranties and vendor performance, while facilities teams or approved service providers remain responsible for physical maintenance and repair. Ensure compliance with electrical, mechanical, pressure-system, coolant, environmental and data-centre safety requirements, and own support risk, escalation readiness, business continuity and emergency-response coordination.

What You Will Bring:

- Bring 5+ years of experience in mission-critical data-centre, power, cooling or technical support services, including five years leading multi-region operations, with a strong understanding of complex, global support environments.
- Proven experience building, leading and scaling geographically distributed technical support teams, with responsibility for supporting effective operations across multiple regions and customer environments.
- Experience leading 24×7 technical support operations, including global resource scheduling and major incident management across complex customer environments.
- Demonstrable services P&L ownership, with direct responsibility for revenue, margin, budgeting, forecasting, investment and cost control, and the ability to balance strong service delivery with financial performance.
- Strong working knowledge of electrical, mechanical and liquid-cooling infrastructure, including CDUs and water/coolant chemistry, with sufficient technical expertise to govern support, interpret operating conditions and lead complex escalations without being the hands-on engineer.
- Proven commercial experience with support services, including commercialising service offerings, managing bids and contracts, and growing recurring revenue, combined with strong commercial judgement and stakeholder leadership.
- Strong executive communication and stakeholder management skills, with the ability to engage confidently with senior stakeholders and customers, alongside fluent written and spoken English.
- Relevant engineering background and additional technical qualifications, ideally a degree or equivalent experience in electrical, mechanical, data-centre or related engineering, together with relevant ITIL, service management, engineering or data-centre certification; experience with advanced liquid-cooling technologies, project accounting, service pricing or contract management is also preferred.

What We Offer:

- Holiday purchase
- Private medical
- Income protection
- Attractive pension scheme
- Positive work life balance
- Learning and development
- Life insurance
- Lenovo and Motorola products discounts
- Lifestyle discounts
- Cycle to work
- MyGymDiscounts
- Mortgage advice and support
- Referral bonus
- Free onsite parking

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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