Service Engagement Manager (SEM)

About the role

As a Service Engagement Manager (SEM) at Lenovo, you will own the end‑to‑end coordination of support service activities between customers and Lenovo support teams, acting as the single point of contact for escalations and ensuring successful resolution of service requests and orders.

Key responsibilities

• Manage open service requests and orders through to successful conclusion.
• Collaborate with Technical Team Lead to optimize SLA adherence and performance.
• Act as the single point of contact for customer escalations, coordinating problem‑solving across all involved parties.
• Develop and deliver post‑incident reports for critical support incidents.
• Lead regular service review meetings and establish governance models with customers.

Required profile

• 5+ years of customer‑facing experience in large accounts or related industry.
• Strong analytical capability to recognize trends and drive performance improvement.
• Excellent communication and interpersonal skills, able to interact with senior executives.
• Business‑fluent in Portuguese and Spanish.
• Ability to work cross‑functionally in an international, matrix environment.

Required skills

• Technical competence in server technologies.
• Proficiency with Excel, PowerPoint, SAP and Power BI.