General Information

Req #
WD00002962
Career area:
Services
Country:
Mexico
State:
Distrito Federal
City:
Mexico D.F.
Date:
Monday, July 12, 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 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

OBJECTIVES: Key aim of this role is to improve processes and drive customer centric thinking & operational efficiency in a collaborative manner across the platform organization (DCG, PCSD, MBG) Identify process improvements globally alongside the Workstream Work together with the respective process owners to harmonize and align processes E2E Identify the solution with the SME’s both on a business and BTIT side Explore new technologies and apply it appropriately to solve business problem - be it AI / ML / Data Analytics / RPA. Collaborate with the GEO focal and Workstreams to enable and realize the process & solution deployment. Act as a definitive source of knowledge who contribute the expertise to enhance organizational efficiency and CX. ACCOUNTABILITIES & RESPONSIBILITIES: Participate with senior management in the development and formulation of long and short-range planning, policies, programs and objectives related to the global services business/operations Lead the Project teams to understand the project goals and to complete project objectives, Understand and manage project scope to deliver within the time / cost restraints, Ensure E2E process will be executed as designed / Identify and communicate gaps Benchmark best in class practices such as Entitlement, Contact Center, and Field Services strategies to design, develop, Implement and Deploy global initiatives in Integrating Partners with CRM platform and Cross systems. Create a consistent and valued effortless customer support experience developing and scaling repeatable methodologies and proven best practices Understand and manage project scope to deliver within the time / cost restraints, Ensure E2E process will be executed as designed / Identify and communicate gaps Maintain and expand highly effective working relationships with key stakeholders, geography leaders, customers/users, vendors and partners to integrate strategic support and continuous improvement plans into overall strategic objectives Leverage knowledge and experience with Service technologies to partner with IT groups ensuring we effectively optimize and enhance our technologies in order to improve operational effectiveness and customer experiences Work cross functionally to share best practices and modify processes and policies to improve overall customer experience to enable best in class system for Service operations. Develop and execute project schedule for Geo Roll Out. Monitor execution, drive functional commitments to deliver and Provide timely / accurate project status updates Own project risk management planning and change control Performs regular Fu pan/Lessons Learned with the team to ensure project and process improvements are captured from Concept to Launch Vendor Management: Lead Service Enablement & Integration with Vendors and involve in RFP (Request for Proposal) process, analyzing the RFI Travel to the IT development center & work with the IT teams to explain, design & deliver IT tools. Assist in aligning regional business teams for BT/IT releases, deployments, project, or production issues, etc. EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILLS: Required: Demonstrable credentials as a leading Project or Program Manager Ability to develop and execute multiple strategic priorities and approaches to meet objectives & deliver results Advanced knowledge of business operations and project/Program management. Exceptional leadership and mentorship abilities to introduce and implement large complex projects in a collaborative manner and resolve complex challenges. Excellent recordkeeping, as well as written and verbal communication skills. Knowledge and Skills: Excellent skills with Microsoft Word Office, Excel, PowerPoint, Outlook etc. Ability to pay attention to detail Good communication and presentation skills (English) Outstanding Subject Matter Experts improve organizational efficiency by applying their expert knowledge to resolve complex challenges. Ability to manage time effectively Self-learning capabilities TRAVEL REQUIREMENTS: 10%
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