Service Engagement Manager for DACH region

At Lenovo, you will act as a trusted advisor for customers using Premier Support services, helping to build strong relationships and deliver an outstanding service experience. You will work closely with customers, internal teams, and service partners to ensure smooth service delivery, proactive communication, and continuous service improvement. In this role, you will combine customer engagement, service management, and analytical thinking to help customers maximize the value of their Lenovo services. What you'll do Manage open service requests and orders through to successful resolution, ensuring a positive customer experience Monitor service delivery performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), proactively identifying risks and driving corrective actions Serve as the primary point of contact for service-related escalations and customer concerns Coordinate activities across support teams, field services, account teams, and external partners to ensure seamless service delivery Analyze service data and trends to identify opportunities for service improvement and operational excellence Prepare and deliver regular service reviews, performance reports, and post-incident evaluations Lead complex service delivery situations while ensuring contractual commitments and customer expectations are met

Experience in IT services, customer service, field service, account management, or a related environment Strong communication, presentation, and stakeholder management skills Ability to build relationships and effectively engage with senior leadership and C-level stakeholders Proficiency in Microsoft Office applications and a solid understanding of PC technologies Strong organizational skills with the ability to manage multiple priorities in a dynamic environment Experience in project management, program management, escalation management, or service delivery management Professional English and German language skills; What Lenovo Can Offer You At Lenovo, we want you to grow professionally while maintaining a healthy work-life balance. Depending on eligibility, benefits in Slovakia include: Hybrid working model (3 days office / 2 days home) Flexible working arrangements Meal allowance Multisport card contribution Fitness centre contribution Sports and wellness packages Employee Purchase Plan with Lenovo/Motorola discounts Financial contribution for marriage and childbirth Employee Assistance Program Learning and development programs, including technical and soft-skills training Language learning contributions and Slovak language courses Volunteering opportunities and Lenovo Purpose initiatives