We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.
Key Responsibilities
Service Delivery Customer Success
- Lead end-to-end delivery of infrastructure, security, and managed services across multiple customer environments.
- Ensure achievement of contractual obligations, SLAs, KPIs, service quality targets, and customer satisfaction objectives.
- Serve as the executive escalation point for major incidents, operational issues, and critical customer concerns.
- Conduct executive service reviews and establish trusted advisor relationships with key client stakeholders.
- Drive continual service improvement initiatives to enhance service quality, operational efficiency, and customer experience.
Infrastructure Technical Leadership
- Provide strategic oversight across enterprise infrastructure environments including:
- Nutanix, VMware, Hyper-V
- Windows Server and Red Hat Linux
- Enterprise Storage (Dell EMC, Pure Storage, NetApp, Elastic Storage)
- Network and Security Infrastructure
- Database Platforms
- SIEM and Security Analytics (Splunk, Elastic Stack, Grafana, Kibana)
- Monitoring and Observability Platforms (AppDynamics, Dynatrace, BMC Helix)
- Ensure infrastructure availability, resilience, performance, security, capacity management, backup, disaster recovery, and compliance requirements are met.
- Govern ITIL processes including Incident, Problem, Change, Configuration, Capacity, and Availability Management.
- Drive automation, standardization, and operational transformation initiatives.
People Resource Management
- Lead, mentor, and develop a high-performing organization comprising Service Delivery Managers, Technical Managers, Architects, Team Leads, and Engineering teams.
- Manage workforce planning, recruitment, succession planning, skills development, and employee engagement.
- Ensure optimal resource allocation and utilization across customer accounts and service portfolios.
- Establish performance objectives, KPIs, career development plans, and leadership development programs.
- Foster a culture of accountability, customer-centricity, continuous improvement, and technical excellence.
Financial Management PL Ownership
- Own and manage the PL for managed services and infrastructure delivery portfolios.
- Develop annual budgets, forecasts, resource plans, and financial performance targets.
- Drive revenue growth, profitability, margin improvement, and operational efficiency.
- Monitor service delivery costs, resource utilization, contract profitability, and financial performance metrics.
- Partner with Sales and Pre-Sales teams to support bids, solution reviews, contract renewals, and service expansion opportunities.
- Identify cost optimization and productivity improvement initiatives while maintaining service quality.
Business Governance
- Establish governance frameworks and operational controls to manage risk, compliance, and service performance.
- Ensure adherence to industry standards and regulatory frameworks such as ISO 27001, CIS, NIST, IM8, and organizational security policies.
- Collaborate with internal stakeholders to align service delivery strategy with business objectives and growth targets.
Requirements
- Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.
- 15+ years of experience in Infrastructure Operations, Managed Services and IT Service Delivery.
- Minimum 7 years in a senior leadership role managing large technical teams and customer-facing service organizations.
- Proven experience within a System Integrator (SI), Managed Services Provider (MSP), or Technology Services environment.
- Demonstrated ownership of PL, budget management, resource planning, and operational performance.
- Strong experience managing large-scale enterprise infrastructure environments.
Technical Expertise
- Nutanix, VMware, Hyper-V virtualization platforms.
- Microsoft Windows Server and Red Hat Enterprise Linux.
- Enterprise Storage, Backup, Disaster Recovery, and Business Continuity solutions.
- Network, Security, and Data Center Operations.
- SIEM and Analytics platforms including Splunk and Elastic Stack.
- Monitoring and AIOps platforms such as AppDynamics, Dynatrace, and BMC Helix.
- ITIL-based Service Management and IT Operations Governance.
- Infrastructure automation and operational optimization practices.
Preferred Certifications
- ITIL v4 Foundation / Managing Professional
- PMP or equivalent Project Management certification
- VMware Certified Professional (VCP)
- Nutanix Certified Professional (NCP)
- Red Hat Certified Engineer (RHCE)
- CISSP, CISM, or equivalent security certification
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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.
