General Information

Req #
Career area:
United States of America
North Carolina
Tuesday, July 19, 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

As a Services Engagement Manager (SEM), you are a pivotal member of the Lenovo services team, supporting some of our largest and most strategically valued customers. The Services Engagement Manager will be assigned and responsible for a portfolio of select accounts within a specific area, region, or division with site locations as specified in the account service plan. The SEM will be the single point of contact relating to services and will build relationships within the account(s) to become a customer services advocate and trusted advisor, fully committed to achieving best in class customer experience and satisfaction. Leveraging various Lenovo services resources; you will ensure timely escalation resolution and drive proactive initiatives to help promote optimal system health and customer satisfaction and growing opportunities within the account. You will also be required to provide detailed customer reporting with agreed onsite service reviews to discuss performance metrics, process improvement initiatives and identify any services opportunities. The SEM will also be expected to collaborate closely with Lenovo account teams to better understand the business strategy and support sales engagements leading to further growth.


• Global, single point of contact committed to ensuring an exceptional Lenovo services experience

• Dedicated to your account(s) and provide customer advocacy, escalation management, and coordination of resources between the customer organization and Lenovo

• Provide regular, comprehensive reporting of key metrics, analyze the results, then proactively work with your customer to address issues and improve processes

• Maximizes the value of the customer’s investment in Lenovo products and services throughout the lifecycle of the service contract

• An expert Lenovo Services resource and trusted advisor, work with your sales account team to recommend the right set of service and support solutions based on your customer’s need

• Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively

Basic Qualifications:

• 5+ years relevant experience (customer facing, large accounts, industry related) 

• Knowledge of PC technology, market trends, other vendor competition, sales strategies and management principles

• Understanding of successful performance against SLAs

Preferred Qualifications: 

• Good organization skills, experience in managing multiple initiatives simultaneously within a demanding and changing environment

• Excellent presentation, communications and interpersonal skills with ability to effectively interact and communicate with Senior Executives to CXO level personnel

• IT business process certification (ITIL, Six Sigma) is a plus

• Data visualization tool experience, such as Power Bi, QLIK, Salesforce

• Excellent MS Office skills (Word, Excel, Etc)

• Strong Service Delivery understanding

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