Description and Requirements

Summary

As a Lenovo Service Engagement Manager (SEM), you act as a trusted advisor for customers using Premier Support, focusing on building strong relationships and delivering a highquality service experience. You work closely with customers, internal teams, and service partners to ensure smooth service delivery, clear communication, and continuous improvement of service performance.

Key Responsibilities

Own and manage end-to-end service engagements/escalation. Ensuring timely resolution of service requests and incidents in line with contractual obligations.
Serve as a trusted advisor and primary point of contact for customers on service delivery, escalations and operational governance
Monitor and manage service performance against SLAs, KPIs, and customer commitments. Proactively identify risks and drive corrective actions.
Lead and coordinate cross-functional service activities across support teams, field services, account teams and external partners.
Manage and lead complex service delivery scenarios, including major incidents, chronic issues and high-impact escalations.
Analyze service performance data, identify trends, root causes and improvement opportunities. Drive continuous service optimization.
Prepare and deliver structured service reporting, including monthly/quarterly dashboards, executive summaries, QBRs and post-incident reviews.
Ensure service delivery aligns with commercial agreements, including scope management, change control, and contractual compliance.
Build trusted relationships with customer stakeholders, including senior leadership and CXO-level executives.
Apply broad technical knowledge of PC technologies and enduser computing environments to support proactive and preventive service initiatives.
Contribute to service improvement initiatives, automation and standardization of processes and best practices.

Position Requirements & Qualifications

Bachelor's degree or equivalent practical experience in IT, Engineering, Business or related fields
5+ years of experience in IT services, customer service management, field services, account management or service delivery roles.
Proven experience in one or more of the following:
- Service Delivery / Service Management
- Program or Project Management
- Escalation or Incident Management
Strong understanding of IT service management concepts ITIL knowledge or certification preferred.
Relevant Service delivery/engagement management experience.
Excellent communication, presentation, and stakeholder management skills, with the ability to interact confidently with senior executive and CXO-level audiences.
Strong organizational and multitasking skills. Able to manage multiple priorities in a fast-paced and changing environment.
Proficiency in Microsoft Office applications. Experience with service management tools (e.g., ServiceNow or similar) preferred.
Solid understanding of PC hardware, OS and end-user computing environments.
Demonstrated problem-solving, analytical and decision-making abilities.
Self-starter with a strong sense of ownership, accountability and teamwork.
Experience managing vendors or partners is a plus.