Sr. Manager, Cloud Services Provider

Lenovo•Morrisville, NC

About The Position

The Cloud Services Provider Sr. Manager drives service readiness for Lenovo’s ISG Tier 1 and Tier 2 customers, with worldwide customer responsibility and a focus on service readiness excellence and outstanding customer experience. The role works across worldwide teams to resolve complex internal and customer issues, support revenue targets, and ensure customer-specific warranty requirements are delivered on time. The position leads service readiness and escalations involving support, delivery, and parts backlogs; manages teams across geographies; and provides lifecycle services advice while pursuing cost savings and operational efficiencies. It also develops service cost estimates for Tier 1 customer designs and CSP-led product offerings, and participates as a services stakeholder in weekly worldwide NPIS meetings and worldwide PIDT meetings involving new Tier 1 and Tier 2 customers and product-led offerings.

Requirements

Bachelor’s degree in Business, Information Technology, Engineering, or a related field.
7–10 years of relevant professional experience in program management, operations, customer support, or a related discipline.
Demonstrated ability to collaborate effectively across cross-functional teams and navigate a complex, matrixed organizational environment.

Nice To Haves

Excellent verbal and written communication skills, with the ability to influence stakeholders at multiple organizational levels.
Strong analytical and problem-solving capabilities, with a proven track record of resolving complex business and customer issues.
Customer-focused mindset, exceptional customer service skills, and experience managing high-priority or critical escalations through resolution.
Ability to balance competing priorities, exercise sound judgment, and maintain composure in a fast-paced environment.

Responsibilities

Lead a worldwide services and readiness team to deliver customer-specific warranty requirements on time.
Drive customer escalations related to support and delivery, including parts backlog management, in collaboration with worldwide parts and procurement teams.
Communicate effectively with leaders at multiple levels and Lenovo’s Tier 1 and Tier 2 customers.
Lead and manage a worldwide team across multiple geographies.
Provide lifecycle services advice and drive cost-saving initiatives throughout the life of specific customer products.
Manage aggressive timelines and targets to deliver customized customer solutions.
Manage cost targets and KPIs while driving operational efficiencies and optimized support solutions.
Deliver optimized service cost estimates for Tier 1 customer designs and CSP-led product offerings.
Represent services as a key stakeholder in weekly worldwide NPIS meetings related to customer- and product-led ODTs.
Represent services as a key stakeholder in worldwide PIDT meetings on new Tier 1 and Tier 2 customers and product-led offerings across CSP.