Services Program Manager
About The Position
Lenovo is seeking a highly motivated ISG ROW Service Delivery Program Manager to help shape and enhance the customer experience across our worldwide services organization. This highly visible role sits at the intersection of customer experience, operational excellence, stakeholder management, and strategic program execution. As a key member of the ISG Services team, you will work across global service delivery, support, procurement, product management, and executive leadership teams to drive initiatives that improve customer outcomes and strengthen Lenovo's service delivery capabilities. You will lead cross-functional programs, manage executive-level stakeholder engagements, oversee strategic vendor relationships, and drive high-impact projects that support Lenovo's growth and customer success objectives. This role is ideal for a collaborative leader who thrives in a fast-paced environment, enjoys driving change, and can successfully influence across a complex global organization.
Requirements
- Bachelor's degree in Business, Computer Science, Engineering, Information Technology, or a related field, or equivalent experience.
- 8+ years of experience in program management, service delivery, operations, customer experience, vendor management, or a related discipline.
Nice To Haves
- Proven ability to build strong relationships and influence stakeholders across a matrixed organization.
- Strong business acumen with exceptional organizational and project management skills.
- Excellent written, verbal, presentation, and executive communication skills.
- Demonstrated ability to manage multiple priorities and drive results in a fast-paced environment.
- Strong problem-solving skills and ability to navigate ambiguity.
- Ability to remain calm, focused, and effective during high-pressure situations.
- Experience within enterprise technology, infrastructure services, cloud services, or managed services environments.
- Experience leading customer experience (CX) or service improvement programs.
- Strong understanding of vendor management, outsourcing, and partner governance practices.
- Experience coordinating executive business reviews, strategic planning sessions, or governance programs.
- Familiarity with SharePoint, Microsoft 365 collaboration platforms, and project management methodologies.
- PMP, ITIL, Lean Six Sigma, or similar professional certifications are a plus.
Responsibilities
- Lead Customer Experience Transformation: Drive global ISG Service Delivery Customer Experience (CX) initiatives that improve customer satisfaction, operational effectiveness, and service delivery outcomes.
- Partner with Geo Delivery, Support, and Services leadership teams to identify improvement opportunities and implement sustainable solutions.
- Foster a culture of continuous improvement focused on delivering exceptional customer experiences.
- Monitor key performance indicators and leverage insights to influence strategic improvements.
- Manage Executive Stakeholder Engagements: Coordinate and manage monthly and quarterly business reviews with senior stakeholders and executives.
- Maintain a forward-looking calendar of customer and executive review activities to ensure alignment across teams.
- Manage key collaboration platforms, including SharePoint sites and executive review repositories.
- Ensure timely collection of business updates, performance metrics, and presentation content from stakeholders.
- Drive accountability and follow-through across participating organizations.
- Oversee Strategic Vendor Relationships: Partner with services procurement, delivery leadership, support organizations, and product teams to manage Lenovo's service delivery partner ecosystem.
- Collaborate with New Product Introduction (NPI) teams to ensure external delivery readiness for new offerings and services.
- Help drive vendor performance, operational alignment, and continuous improvement initiatives.
- Support strategic planning and execution across Lenovo's global service delivery network.
- Drive High-Impact Strategic Programs: Lead special projects and cross-functional initiatives aligned to business priorities and organizational goals.
- Coordinate stakeholders across multiple functions, geographies, and leadership levels.
- Develop project plans, executive communications, milestones, and success metrics.
- Identify risks, remove obstacles, and ensure successful execution of key deliverables.
- Influence Across the Organization: Build trusted relationships with leaders and teams across the global services organization.
- Facilitate collaboration among diverse stakeholder groups to achieve common objectives.
- Communicate effectively with both technical and non-technical audiences, including executive leadership.
Benefits
- We follow a friendly hybrid model with three days a week in the office—great for collaboration and connection!
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What This Job Offers
Job Type
Full-time
Career Level
Senior
