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 high‑quality 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 end‑user 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.
