Services Account Manager

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Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

About The Role

We are looking for a dynamic Services Account Manager – IT Service Delivery who can lead large-scale IT operations, drive service excellence, and act as a trusted advisor to enterprise customers. This role is ideal for someone who enjoys managing complex IT environments, leading high-performing teams, driving automation initiatives, and ensuring world-class end-user support across multiple locations.

You will own service delivery governance, major incident management, customer engagement, SLA performance, continuous improvement programs, and ITSM best practices while partnering closely with business, infrastructure, and application teams.

What You'll Be Doing

Service Delivery Leadership

Own end-to-end IT service delivery for enterprise customers across multiple locations.Act as the primary point of contact (SPOC) for customer IT leadership and key stakeholders.Ensure consistent delivery of services aligned with contractual SLAs, KPIs, and business expectations.Lead weekly, monthly, and quarterly service reviews with customer leadership teams.

Customer Stakeholder Management

Build strong relationships with customer IT teams, business leaders, plant IT managers, and commercial heads.Drive governance meetings and provide strategic recommendations to improve service quality and user experience.Present operational performance, service improvements, risks, and recommendations to senior management.

Major Incident Operations Management

Lead and coordinate Major Incidents, ensuring rapid restoration of services and effective stakeholder communication.Ensure timely management of VIP and VVIP support requirements.Collaborate with Infrastructure, Network, Security, Application, and Business teams to resolve critical issues.

Service Improvement Automation

Champion automation and self-service initiatives to reduce repetitive tickets and improve productivity.Identify opportunities for process optimization and operational efficiencies.Drive continuous improvement programs using ITIL and ITSM best practices.

Team Leadership

Lead geographically distributed Service Desk, Desktop Support, and Field Engineering teams.Build a high-performance culture through coaching, training, mentoring, and succession planning.Ensure resource availability and business continuity during planned and unplanned situations.

Governance Reporting

Prepare and present Monthly and Quarterly Business Reviews (MBR/QBR).Track service performance through SLA, AHT, FCR, availability, incident trends, and customer satisfaction metrics.Drive compliance, process adherence, and operational excellence across service functions.

What We're Looking For

Technical Domain Expertise

Strong experience in IT Service Delivery, IT Operations, Managed Services, or Program Management.Deep understanding of ITIL processes including Incident, Problem, Change, and Service Request Management.Experience managing Service Desk and End User Computing (EUC) environments.Knowledge of: Windows MigrationSCCM / Endpoint ManagementBitLockerDLP SolutionsEndpoint Security PlatformsIT Automation Self-Service ToolsAsset Vendor ManagementSLA / AHT / FCR ManagementGood understanding of Network Infrastructure including Switches, Routers, Firewalls, and MPLS.

Leadership Skills

Strong customer-facing and stakeholder management capabilities.Excellent communication, presentation, and governance skills.Ability to lead cross-functional teams during high-pressure situations.Proven track record of driving operational transformation and service improvements.

Education And Experience

B.E / B.Tech12+ years of relevant experience.

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