Global Support Manager -AI Data Center Services

Lenovo•Morrisville, NC

16h•$139,800 - $214,360•Hybrid

About The Position

Lenovo is seeking a global services leader to build, operate and scale the Power and Cooling support capability within AI Data Center Services (AIDCS). The role owns service delivery for mission-critical AI and HPC environments, including global workforce planning, team growth, technical escalation governance and portfolio P&L. This is a support-management role and does not own facilities operations, planned plant maintenance or hands-on engineering execution.

Requirements

10+ years in mission-critical data-center, power, cooling or technical support services, including five years leading multi-region operations.
Demonstrable services P&L ownership covering revenue, margin, budgeting, forecasting, investment and cost control.

Nice To Haves

Experience leading 24x7 support, global resource scheduling and major incidents across complex customer environments.
Strong working knowledge of electrical, mechanical and liquid-cooling infrastructure, including CDUs and water or coolant chemistry, sufficient to govern support, interpret operating conditions and lead escalations without being the hands-on engineer.
Experience commercializing support services, managing bids or contracts and growing recurring revenue.
Proven success building and scaling a geographically distributed technical support team.
Degree or equivalent experience in electrical, mechanical, data-centre or related engineering.
Relevant ITIL, service management, engineering or data-centre certification.
Experience with advanced liquid-cooling technologies and project accounting, service pricing or contract management.
Strong executive communication, commercial judgement and stakeholder leadership.

Responsibilities

Own the global, follow-the-sun support model, including remote and field response, escalation, on-call coverage and OEM or partner integration.
Manage SLAs, KPIs, major incidents, root-cause actions and executive customer reviews.
Establish consistent incident, problem, change, knowledge and service-improvement processes.
Approve the support readiness and transition of new deployments into steady-state service.
Forecast demand and own global scheduling for incidents, escalations, commissioning support, change windows and specialist interventions.
Balance priorities and contingency coverage across customers, geographies and time zones.
Manage skills coverage, utilization, productivity, travel, contractor use and on-call capacity against service and financial targets.
Resolve resource gaps through recruitment, development, partners, contractors or OEM support, supported by accurate capacity reporting.
Build, lead and scale a geographically distributed team of power, electrical, mechanical and liquid-cooling specialists.
Own organisation design, recruitment, performance, development, succession and retention.
Create competency frameworks and career paths, while setting the right mix of employees, contractors, partners and OEM resources.
Develop regional leaders and foster an accountable, inclusive and customer-focused culture.
Own the support portfolio P&L, annual plan, budget and forecast, with accountability for revenue, margin, operating cost and profitability.
Control labor, travel, subcontractor, spares and tooling costs while protecting service commitments.
Own service costing, pricing and commercial governance, and review bids and contracts for delivery and financial risk.
Grow recurring revenue through standard offerings, service attach, renewals, lifecycle services and portfolio expansion.
Act as the senior AIDCS escalation and support authority across liquid cooling and critical power infrastructure, including CDU systems, UPS, switchgear, generators and rack power.
Provide technical governance for CDU operation and support, including coolant flow, pressure, temperature, filtration, controls, alarms and integration with facility and technology cooling loops.
Understand water and coolant chemistry requirements, including water quality, corrosion control, conductivity, pH, biological growth, contamination, sampling and treatment, and coordinate specialist analysis and corrective action.
Govern supportability, resilience, production acceptance, service procedures, spares, warranties and vendor performance; facilities teams or approved service providers remain accountable for physical maintenance and repair.
Ensure support activities comply with electrical, mechanical, pressure-system, coolant, environmental and data-center safety requirements.
Own support risk, escalation readiness, business continuity and emergency-response coordination.