General Information

Req #
WD00015099
Career area:
Services
Country/Region:
United States of America
State:
North Carolina
City:
Morrisville
Date:
Monday, November 1, 2021
Working time:
Full-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 a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

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

Description and Requirements

Operations Program Manager: This role will be reporting to the Services and Delivery Director, building, shaping, and leveraging the worldwide monitoring and help desk command centers network, based on the market dynamics, internal stakeholders, and customer requirements, for all activities related to deploying, monitoring, and managing for our Industry Solutions area. 

Responsibilities

  • Create processes for the First Contact Monitoring and Help Desk Center network for solutions such as IoT, Smart Building, and newly developed industry solutions, leveraging on existing resources in Lenovo under Solution and Services Group (SSG)

  • Manage the metrics and KPI’s from the Command Center, related to ISU solutions

  • Monitoring the solutions and any escalation coming from the system to system integration, or directly from the customers via email, phone, or others

  • Responsible for the design, management, and operation of the ServiceNow ticketing tool, as well as the integration management with the monitoring platform

  • Responsible for controlling and monitoring any new incident in the isusupport@lenovo.com email, the ServiceNow tool, and the Lenovo platform, to trigger Level 1 support or any escalation to Level 2 or 3

  • Responsible for the strategic planning of the future state of the Command Center in ISU

  • Monitor, manage and control the cost structure of the Command Centers

  • Interact with other Industry Solutions functions to align and source new or further solution capacities and customer needs

Position Requirements:

  • Undergraduate degree in a business or technical field; post-graduate degree is a plus.

  • Understanding of Monitoring and Help Desk Center processes

  • 2 or more years of Project and or Program Management experience

  • Demonstrate negotiation skills with vendors or partners

  • Adept at managing budgets to control expenses and achieve financial goals for command center metrics

Intangibles

  • Great communications skills with the ability to simplify and explain complex problems

  • A strong bias toward action and performance; proven success in delivering against expectations and objectives, and ability to define a path forward in ambiguous environments

  • Strong leadership capabilities and presence; prior experience in a similar function

  • Acts collaboratively with senior peer leadership, ISU team members, and within Lenovo

  • Demonstrated ability to work in a highly dynamic, fast-paced environment and across organizational and geographies

  • Global experience; demonstrated ability to work with and across cultures

  • Excellent organization and project management skills.

  • Understands the value that diversity brings to their team and the broader organization; strives to build a diverse, inclusive team culture.

  • Ability to demonstrate and role model the Lenovo Values.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.


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.
For US applicants: In accordance with Executive Order 14042, 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 by January 18, 2022, subject to any applicable accommodations. To be fully vaccinated by January 18, that means individuals must receive the final dose of a 2-dose vaccine (e.g., Moderna or Pfizer) or a single dose of Johnson & Johnson’s vaccine by January 4, 2022. This applies to all US based employees and contractors, including remote employees and interns. As a condition of employment, you must provide proof that you are fully vaccinated by January 4, 2022 or during your new employment orientation (for individuals with hire dates after January 4, 2022), or follow Lenovo’s accommodation process.