Cloud Services Ops Program Manager

General Information

Req #

WD00070947

Career area:

Services

Country/Region:

United States of America

State:

North Carolina

City:

Morrisville

Date:

Tuesday, September 3, 2024

Working time:

Full-time

Additional Locations:
* United States of America - North Carolina - Morrisville

Why Work at Lenovo

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

Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

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 .

Description and Requirements

The Services Operations Professional is responsible for customer operations of Cloud Services and will have worldwide customer responsibility. This role is the voice of the customer within Lenovo Services with focus on operational excellence and delivering outstanding customer experience. The candidate for this role must possess 1) technical support service experience with a focus on operations and parts management, 2) knowledge of the customer's business goals and 3) ability to manage and collaborate with Lenovo partners. The Services Operations Professional will team directly with the Enablement teams and Geography Services Delivery teams. The SOP must have excellent relationship skills with both Lenovo customers and business partners, technical skills, ability to collaborate and solve complex issues, as well as outstanding customer support and professional communications skills. Ensuring the best possible customer experience is the key to success in this role.

This position is based in Morrisville, NC.

Job Requirements:

• Provide customer account reporting to Lenovo entitled systems on support service delivery key performance indicators and metrics
• Engage as a Single Point of Accountability to the client for managing pre-sales and post-sales issues and escalations
• Manages and resolves services maintenance contract remediation issues to ensure proper entitlement and Lenovo service level coverage
• Acts as services liaison for escalation management to coordinate all operational resources necessary to address individual issues or more systemic problems
• Create and manage the Customer Support Plan for all entitled Lenovo systems based on the customer's present and anticipated future needs
• Quarterly business review (QBR) meetings to review key service outcomes, metrics, and overall customer support plan health

Basic Requirements:

• Bachelor's degree in computer science, information technology, or related field; or equivalent work experience
• 5+ years of experience working in customer facing/client management role
• 3+ years of experience working in a datacenter or IT infrastructure enviroment in support or management

Preferred Requirements:

• Proactive Service Expert delivering customer satisfaction results with the professional communications and soft skills necessary to diffuse difficult customer situations and work to problem resolution
• Ability to manage Services technical operational execution and parts management
• PMP preferred
• Experience supporting/partnering with large scale global datacenter clients

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.

Additional Locations:
* United States of America - North Carolina - Morrisville

* United States of America

* United States of America - North Carolina

* United States of America - North Carolina - Morrisville