General Information

Req #
Career area:
United Kingdom
Wednesday, August 4, 2021
Working time:

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. 

And we go big. No, not big—huge.

We’re not just a Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, 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 the EMEA Service Management Office Lead you will be responsible for managing the overall customer relationship. This role will impact business both internally and externally with overall goals of increasing efficiency and effectiveness of the department thereby increasing customer satisfaction.

You will act as the Focal point for partners, vendors, and Business Delivery Managers and is also the connection between customer and service providers in order to establish a correct way of working

As the Service Management Office Lead EMEA, you will be responsible for Designing and Developing Lenovo’s Device as a Service (DaaS) product offering in collaboration with Services product marketing teams and set up teams to deliver complex managed service offering. (patching, application management, security management and asset management). Own the customer Service Management portal for Lenovo DaaS customers. Design and own the fully integrated supply chain solution for DaaS EMEA rollout

Key Accountabilities

IT Service Management 
  • Lead and manage the delivery of the contracted scope of IT services to achieve the contracted service levels, delivery outputs and service outcomes for DaaS customers 
  • Manage the performance of internal and 3rd party delivery teams against agreed standards, service levels and polices in support of the above and to ensure optimised customer satisfaction 
  • Design and Development of Tools to support WW DaaS rollout.

Financial Management
  • Lead and manage the delivery of contracted services to ensure accurate forecasting, invoicing, and cost management to achieve or exceed the contribution target each period 
  • Support the management of the contracted Change Services portfolio finances to ensure accurate forecasting, invoicing, cost management to achieve or exceed the contracted contribution for each project or program in each delivery period 
  • Input to and take charge of cost for services in Presales, Approve the Cost models for DaaS deals

Governance and Escalation Management
  • Support the development, negotiation, and agreement of new contracts within the Customer account.
  • Lead the management of all agreed contracts and ensure compliance to associated policies, internal and external. 
  • Own and lead the execution of Contract Management, Change Control, and Governance activities for all agreed contracts for the Customer account, leveraging expertise and support from Legal and Commercial teams, and others. 

People Management 
  • Perform all Line Management responsibilities for all Direct Reports. Ensure that the team, both direct and virtual, is appropriately motivated and engaged and that individual performance is managed. 
  • Develop, maintain and execute a People strategy for the organisation, including succession planning, people and capability development and talent identification and retention 
  • Develop, maintain and execute a communications strategy in support of the oranisational strategy and goals and the Employee Engagement strategy 
  • Use coaching skills to lead and develop Services and other people within the Services organization
  • Act as a Mentor or Coach within wider Services and Lenovo business

You will report to Director EMEA Advanced Services Delivery

  • Sound business acumen is required along with effective leadership skills, and decision making, contract negotiation, and management, solution development. 
  • Project management and organizational skills to lead end-to-end solution development. 
  • You must be an effective communicator, project manager, and negotiator. 
  • You should be an effective leader and team player taking and executing the direction for the team. 
  • You should have strong ethical standards and work ethics.

What Lenovo can offer you:
  • Opportunities for career development & growth
  • Opportunity to have an impact and bring own added value
  • Access to various training
  • Performance-based rewards

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.