Cloud Services Operations Manager

1 month ago

Newfoundland and Labrador, Canada Lenovo Full time
Job Title: Cloud Services Operations Manager

Lenovo is a global technology leader with a revenue of $62 billion and a presence in 180 markets worldwide. We are committed to delivering smarter technology for all and are seeking a highly skilled Cloud Services Operations Manager to join our team.

The successful candidate will be responsible for managing customer operations of Cloud Services and will have worldwide customer responsibility. This role will be the voice of the customer within Lenovo Services, focusing on operational excellence and delivering outstanding customer experience.

The ideal candidate will possess 1) technical support service experience with a focus on operations and parts management, 2) knowledge of the customer's business goals, and 3) ability to manage and collaborate with Lenovo partners. The Cloud Services Operations Manager will team directly with the Enablement teams and Geography Services Delivery teams.

The key responsibilities of this role include:

  • Providing customer account reporting to Lenovo entitled systems on support service delivery key performance indicators and metrics.
  • Engaging as a Single Point of Accountability to the client for managing pre-sales and post-sales issues and escalations.
  • Managing and resolving services maintenance contract remediation issues to ensure proper entitlement and Lenovo service level coverage.
  • Acting as services liaison for escalation management to coordinate all operational resources necessary to address individual issues or more systemic problems.
  • Creating and managing the Customer Support Plan for all entitled Lenovo systems based on the customer's present and anticipated future needs.
  • Quarterly business review (QBR) meetings to review key service outcomes, metrics, and overall customer support plan health.

The successful candidate will have a Bachelor's degree in computer science, information technology, or related field, or equivalent work experience. Additionally, they will have ~5+ years of experience working in customer-facing/client management roles and ~3+ years of experience working in a datacenter or IT infrastructure environment in support or management.

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

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