(LPS) Advisory Engineer, Services Delivery

General Information

Req #

WD00106707

Career area:

Services

Country/Region:

Hong Kong

City:

Hong Kong

Date:

Thursday, October 8, 2026

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$83 billion revenue global technology powerhouse, ranked #153 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

Service Delivery & SLA Governance

• Own day-to-day delivery of all contracted IT and infrastructure services, ensuring consistent compliance with SLAs, OLAs, and KPIs.

• Monitor, report, and act on service performance metrics (e.g., availability, MTTR, MTTA, ticket aging, first-time fix rate).

• Lead internal and customer-facing service review meetings (weekly operational, monthly business reviews) with data-driven insights and clear action plans.

• Identify SLA risks early and drive remediation to prevent breaches; escalate commercial implications where necessary.

Incident & Problem Management

• Serve as the primary escalation point for major incidents and service disruptions; coordinate cross-functional response and customer communications.

• Ensure timely, high-quality root cause analysis (RCA) and implementation of preventive actions to reduce repeat incidents.

• Maintain and continuously improve incident runbooks, escalation paths, and operational playbooks.

Customer Satisfaction & Relationship Management

• Act as a trusted operational partner to the client’s technical and business stakeholders; proactively manage expectations and service perception.

• Drive initiatives to enhance customer experience (CX), including feedback loops, satisfaction surveys (CSAT/NPS), and service improvement plans (SIP).

• Partner with the Account Team to identify opportunities for service expansion or value-added offerings.

Operational Excellence & Continuous Improvement

• Standardize and optimize operational processes (change, problem, capacity, availability management) aligned with ITIL best practices.

• Champion automation, tooling enhancements, and knowledge management to improve efficiency and reduce manual effort.

• Ensure operational readiness for new services, transitions, or scope changes—including documentation, training, and monitoring integration.

Team & Vendor Leadership

• Lead and develop a high-performing operations team (onshore/offshore), fostering accountability, capability, and a customer-first mindset.

• Govern third-party vendors and subcontractors against contractual obligations, performance standards, and quality expectations.

• Collaborate with HR and Finance on resourcing, budgeting, and cost-to-serve optimization.

#LPS

Additional Locations:

• Hong Kong

• Hong Kong