General Information

Req #
WD00081610
Career area:
Hardware Engineering
Country/Region:
Hong Kong
City:
Hong Kong
Date:
Tuesday, April 22, 2025
Working time:
Full-time
Additional Locations: 
* Hong Kong

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$57 billion revenue global technology powerhouse, ranked #248 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, and read about the latest news via our StoryHub.

Description and Requirements

The Job

  • 10+ years of experience in IT service management or a related role, with knowledge of service management principles, processes and best practices.
  • Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders
  • Detail-oriented with a high level of accuracy in data analysis and reporting
  • Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges
  • Familiarity with service management frameworks such as ITIL or Six Sigma
  • Proven record of achieving service-related KPIs and customer satisfaction targets
  • Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment

The Person

  • Ensure IT services align with organizational goals and customer expectations
  • Communicate effectively with customers to set realistic expectations regarding service levels, timelines, and resolutions
  • Proactively address customer concerns and ensure a high level of customer satisfaction
  • Track and analyze key service metrics, such as response time, resolution rate, and customer feedback, to evaluate performance
  • Prepare detailed reports for senior management and customers, highlighting operational performance, trends, and areas for improvement
  • Identify opportunities for workflow optimization, quality control, and service delivery enhancements
  • Act as a liaison between the IT service team, senior management, and customers to align expectations and deliverables


#LPS

Additional Locations: 
* Hong Kong
* Hong Kong
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