LA ISG Service Engagement Manager (SEM)

Role Overview

As a Service Engagement Manager (SEM), you will own the end-to-end coordination of support service activities between the customer and Lenovo support teams to drive service requests and orders to successful conclusion.

What You Will Do

Manage open service requests and orders through to successful conclusion, collaborate with the Technical Team Lead to optimize SLA adherence and performance, and ensure effective ownership, communication, coordination, and facilitation of support service activities between the customer and internal support teams.

Why It Might Be a Fit

This role suits a highly organized, customer-advocacy minded professional with strong analytical capability, confidence engaging with senior stakeholders, and technical competence in server technologies.

Requirements

• General understanding of / and technical competence in server technologies
• Ability to effectively interact and communicate with senior executive level personnel
• Excellent communication and interpersonal skills
• Excellent organizational skills; self-starter with experience managing multiple initiatives simultaneously in a demanding and changing environment
• Strong analytical capability to recognize trends and support performance improvement
• Business fluent Portuguese and Spanish
• Previous experience in Project Management / Program Management or Escalation Management
• Bachelor’s degree in computer science, business, engineering or equivalent
• 5+ years relevant experience (customer-facing, large accounts, industry related)
• Build key relationships and effective networks
• Ability to influence cross functionally and in a matrix environment
• Results driven with the ability to set, meet, and exceed targets
• Ability to maintain composure during difficult and high-pressure situations
• Ability to work cross functionally in an international environment
• Outstanding analytical capabilities and familiarity with excel & PPT, SAP, Power BI experience is preferred

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Paid holidays
• Retirement plan
• Learning budget
• Parental leave
• Wellness programs
• Visa sponsorship
• Relocation assistance

Tagged as: Excel, Power BI, Project Management