Service Engagement Manager for DACH region

About the role

As a Service Engagement Manager for the DACH region, you will act as a trusted advisor for customers using Lenovo Premier Support services, building strong relationships and delivering an outstanding service experience.

Key responsibilities

• Manage open service requests and orders through to successful resolution, ensuring a positive customer experience.
• Monitor service delivery performance against agreed SLAs and 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.

Required profile

• 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.

Required skills

• Microsoft Office
• PC technologies

What we offer

• 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