Hyperscale Services Operations Manager

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

University education (Bachelor's degree)
University education (Master's degree)

English - Advanced (C1)

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.

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