Position Description: As a Services Engagement Manager (SEM), you are a pivotal member of the Lenovo services team, supporting some of our largest and most strategically valued customers. The Services Engagement Manager will be assigned and responsible for a portfolio of select accounts within a specific area, region, or division with site locations as specified in the account service plan. The SEM will be the single point of contact relating to services and will build relationships within the account(s) to become a customer services advocate and trusted advisor, fully committed to achieving best in class customer experience and satisfaction. Leveraging various Lenovo services resources; you will ensure timely escalation resolution and drive proactive initiatives to help promote optimal system health and customer satisfaction. You will also be required to provide detailed customer reporting with agreed onsite service reviews to discuss performance metrics, process improvement initiatives and identify any services opportunities. The SEM will also be expected to collaborate closely with Lenovo account teams to better understand the business strategy and support sales engagements leading to further growth. \- Global, single point of contact committed to ensuring an exceptional Lenovo services experience. \- Dedicated to your account(s) and provide customer advocacy, escalation management, and coordination of resources between the customer organization and Lenovo. \- Provide regular, comprehensive reporting of key metrics, analyze the results, then proactively work with your customer to address issues and improve processes \- Maximizes the value of the customer’s investment in Lenovo products and services throughout the lifecycle of the service contract. \- An expert Lenovo Services resource and trusted advisor, work with your sales account team to recommend the right set of service and support solutions based on your customer’s need. \- Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively #### Position Requirements: \- 5+ years relevant experience (customer facing, large accounts, industry related) \- Knowledge of PC technology, market trends, other vendor competition, sales strategies and management principles. \- Understanding of/successful performance against SLAs \- Good organization skills, experience in managing multiple initiatives simultaneously within a demanding and changing environment. \- Excellent presentation, communications and interpersonal skills with ability to effectively interact and communicate with Senior Executives to CXO level personnel \- IT business process certification (ITIL, Six Sigma) is a plus \- Data visualization tool experience, such as Power Bi, QLIK, Salesforce. \- Excellent MS Office skills 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.