General Information Req # WD00081610 Career area: Hardware Engineering Country/Region: Hong Kong City: Hong Kong Date: Tuesday, April 22, 2025 Working time: Full-time Additional Locations:  * Hong Kong Why Work at Lenovo We are Lenovo. We do what we say. We own what we do. We WOW our customers. 
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 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. Description and Requirements

The Job

10+ years of experience in IT service management or a related role, with knowledge of service management principles, processes and best practices. Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders Detail-oriented with a high level of accuracy in data analysis and reporting Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges Familiarity with service management frameworks such as ITIL or Six Sigma Proven record of achieving service-related KPIs and customer satisfaction targets Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment

The Person

Ensure IT services align with organizational goals and customer expectations Communicate effectively with customers to set realistic expectations regarding service levels, timelines, and resolutions Proactively address customer concerns and ensure a high level of customer satisfaction Track and analyze key service metrics, such as response time, resolution rate, and customer feedback, to evaluate performance Prepare detailed reports for senior management and customers, highlighting operational performance, trends, and areas for improvement Identify opportunities for workflow optimization, quality control, and service delivery enhancements Act as a liaison between the IT service team, senior management, and customers to align expectations and deliverables

#LPS Additional Locations:  * Hong Kong * Hong Kong