#### Position Description:


Hyperscale Services Operations Manager

#### Position Requirements:


Lenovo, a member of the Fortune Global 500, is the fastest growing technology
company on the planet, with growth outpacing our competition quarter after
quarter and we are growing!

The Lenovo DCG Services Hyperscale Services Operations Manager is a critical
member of the Hyperscale Services & technical support team. This is NOT a
sales role.

The Hyperscale Services Operations Manager is responsible for customer
operations of Hyperscale Services, Lenovo’s largest customer growth area, and
will have worldwide customer responsibility. This role is the voice of the
customer within Lenovo Services with focus on operational excellence, and
delivering outstanding customer experience. The candidate for this role must
possess 1) technical support service experience with a focus on operations and
parts management, 2) ability to understand the customer’s business goals and
3) ability to manage and collaborate with Lenovo service providers. The
Hyperscale Services Operations Manager will team directly with the Hyperscale
Enablement teams and Geography Services Delivery Leaders. The selected
candidate must have excellent relationship skills with both Lenovo customers
and service providers, technical skills, ability to collaborate and solve
complex issues, as well as outstanding customer support and professional
communications skills. Ensuring the best possible customer experience is the
key to success in this role.

Position Requirements
The ideal candidate will possess the following experience:
• Proactive Service Expert delivering customer satisfaction results with the
professional communications and soft skills necessary to diffuse difficult
customer situations and work to problem resolution
• Quarterly business review (QBR) meetings to review key service outcomes,
metrics, and overall customer support plan health
• Ability to manage Services technical operational execution and parts
management
• Create and manage the Customer Support Plan for all entitled Lenovo systems
based on the customer’s present and anticipated future needs
• Provide customer account reporting on key performance indicators and metrics
• Engage as a Single Point of Accountability to the client for managing pre-
sales and post-sales issues and escalations
• Manages and resolves services maintenance contract remediation issues to
ensure proper entitlement and Lenovo service level coverage
• Acts as services liaison for escalation management to coordinate all
operational resources necessary to address individual issues or more systemic
problems
• Serves as the Lenovo service advocate providing ongoing communications and
insights for issues and technical updates

Base gross monthly salary from minimum 2100 EUR and above, depending on
experience + variable part 12% of your annual earnings

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