General Information

Req #
Career area:
United States of America
North Carolina
Wednesday, August 31, 2022
Working time:
Additional Locations: 
* Morrisville - North Carolina - United States of America

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

In this role you will act as the Single Point of contact for customer, partners and vendors and internal business division, in order to fulfill the contracts within the given time and budget. This structure can differ by customer and contract, but in general you are the owner of the relationship across the various parties. You are an experienced leader with having project or contract experience in a multi country environment. To manage the cultural differences is also something you enjoy as you also find it inspiring to develop a contract over the period of time in accordance to technology and business changes.

You are a real hands-on person with project management skills, organizational strength and visionary ideas you know how to sell.

- This role will impact business both internally and externally.

- You are responsible to work against SLA & KPI agreements and work against overall contract profitability with overall goals of increasing efficiency and effectiveness of the contract thereby increasing customer satisfaction.

- Sound business understanding is required along with effective leadership skills .

- Decision making, contract negotiation and management comes along with solution development.

- You need to be an effective communicator and negotiator. This individual should be an effective leader and team player taking and executing the direction for the team. Strong ethical standards and work ethic.

Among the other responsibilities are:

• Lead complex service delivery processes, develop creative resolutions to complex problems, and ensure contractual support service deliverables are understood and managed effectively

• Maximize the value of the customer’s investment in Lenovo products and services throughout the end to end customer life-cycle. Manage customer escalations and act as the customer’s advocate.

• Ensure effective ownership, communication, coordination, and facilitation of support service activities between the Customer and support teams, account teams, field service personnel, and customers

• Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness

• Act as a single point of contact for customer escalations and own the coordination and oversight to problem solving efforts between customers, Support engineers, field service personnel, software support, investigation and analysis of product problems.

• Develop and deliver post incident reports on all critical support incidents, adhere to customer support plans and relationships,

• Manage Lenovo and Vendor’s invoices (invoices and purchase orders)

• Control account P&L

• responsible to verify cost model content and pricing matches the SOW during handover from transition to steadystate

• Manage appropriate internal and external resources to meet set deadlines

Basic Requirements:

- 7+ years of experience in similar position within IT Services

- Travel required around 30%

- English language mandatory

Preferred Requirements: 

-  experience in consumption based solution incl. calculation and billing is good to be shown

- Sound business acumen along with effective decision making, contract negotiation and management, solution development.

- Project management and organizational skills to lead end to end solution development.

- Good communication skills to be able effectively communicate and negotiate.

Position is open United States Wide

At Lenovo we're proud to be an equal opportunity employer. Applications from people with disabilities are welcome!

About Lenovo Services

We think and act differently!

Lenovo Services is shifting its focus from hardware to a solution driven company with the customer in the centre of attention. The Services portfolio for PC products brings end-to-end solutions that span the lifecycle of Lenovo customers’ systems, helping them maintain, protect, support, connect, manage and eventually, dispose of their assets in an environmentally sound and cost-effective way. Lenovo Services offer world-class services and support across all Lenovo products and market segments for both Think as well as for Idea and Lenovo branded hardware products.

Be one of the changemakers. Join Lenovo!

About Lenovo

Lenovo is a $46 billion global Fortune 500 company and leader in providing innovative consumer, commercial and enterprise technology. Our portfolio of high-quality, secure products and services covers PCs, workstations, servers, storage, smart TVs and a family of mobile products like smartphones, tablets and apps. Everyone here at Lenovo is an integral part of the company, working together, across continents, cultures and innovations, all comprised in a friendly, fast-paced, work environment that focuses on one common goal: to be known as the best in what we do.

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, status as a veteran, and basis of disability or any federal, state, or local protected class.

Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.

* Morrisville - North Carolina - United States of America