Platform Lead **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 ourStoryHub (https://news.lenovo.com/) . **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