OEM Manager - Services Operations and Solution Architecture

Join the OEM Business Solutions organization in a highly visible hybrid role spanning Services Operations and Solution Architecture across multiple geographies. You will play a key role in driving value for our OEM customers by developing comprehensive, creative, and cost-effective service solutions, with a focus on complex and customized offerings tailored to various vertical and industry needs.

In this role, you will architect solutions across the entire device lifecycle, including Device-as-a-Service (DaaS), Configuration, Deployment, Support, Management, and Refresh. A critical aspect of your success will be your ability to collaborate effectively with diverse teams - including Sales, Finance, Service Delivery, clients, and business partners - to present compelling value propositions. You will also be responsible for crafting robust Statements of Work (SOWs) that clearly articulate the work to be performed, client responsibilities, partner involvement, and risk management.

You will directly contribute to the growth of Lenovo Services within OEM deals by collaborating closely with the OEM Sales team and customers to promote and integrate our service offerings, ultimately increasing attach rates and revenue. Building strong relationships and collaborating with Lenovo Marketing, Engineering, and Partners will be essential for the successful execution of Service and Support strategies.

Additionally, you will provide crucial support to Sales teams in resolving service escalations by swiftly identifying and engaging the necessary resources. This requires building and leveraging relationships with Tech Support, Supply Chain, Logistics, and Field Service teams, working in close coordination with your geo and worldwide services leads.

Key responsibilities:

• Understand the Lenovo Services portfolio and how its offerings align with customer needs.
• Collaborate with Lenovo Sales and customers to assess business requirements, challenges, and objectives.
• Translate business and technical requirements into business outcome-based service solutions.
• Provide expertise and recommendations on IT service delivery models, vendor selection, and service optimization strategies.
• Develop and present a compelling value proposition, including a robust Statement of Work (SOW).
• Serve as an escalation point for systemic service issues, assisting account teams in resolving unresolved service challenges; identify and hold the appropriate owners accountable for resolution.
• Attend customer meetings to present service and support capabilities at a high level, bringing in subject matter experts (SMEs) as needed.

The successful candidate will have exceptional project management (PM) skills, experience with services and hardware in the information technology industry, and ideally, prior experience in customer-facing sales support roles. They must be comfortable working in a dynamic, challenging environment and enjoy transforming ambiguous situations into repeatable processes that ultimately drive financial success for Lenovo OEM. This candidate will be a strong services subject matter expert (SME) with detailed knowledge of the services industry and competitive landscape. They will have experience in customer engagement and the ability to align service offerings with customer needs. Additionally, they will possess a solid understanding of partner/vendor models, capabilities, and contract development.

Basic Qualifications:

• Bachelor's degree in a related discipline
• 8+ years of professional experience in the PC industry or similar
• Past experience managing service offering development and implementation

Preferred Qualifications:

• Bachelor's degree (or higher) in a technical discipline preferred
• 10+ years of experience leading services engagements preferred
• Exceptional project management (PM) skills
• Ability to navigate ambiguity and establish structured processes
• Self-starter with strong initiative and creativity
• Experience managing projects with multiple partners and stakeholders
• Strong understanding of service offering development and implementation
• Strong leadership and technical process discipline
• Excellent communication and problem-solving skills
• High degree of creativity in executing and improving effectiveness
• Entrepreneurial mindset, requiring high energy, proactivity, and collaboration
• Strong verbal and written communication skills in English and local language