Career area:
Information Technology
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Monday, January 9, 2023
Working time:
Full-time
Additional Locations:
Why Work at Lenovo
Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.
And we go big. No, not big—huge.
We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.
The one thing that’s missing? Well… you…
Description and Requirements
Lenovo is currently seeking a Global Services Product Offering Manager who will design a comprehensive, creative and cost-effective global service desk solution to be offered as a managed service to Lenovo’s enterprise customers, oftentimes within a Device-as-a Service solution sale.
This role sits in the global services group focused on Digital Workplace Solutions (DWS). This is an individual contributor role within a highly matrixed organization and is responsible for leading a cross-functional team to execute all necessary actions to launch a standard, global, as-a-service, service desk offering for enterprise customer’s PC and related endpoint devices and infrastructure they wish to outsource to Lenovo. The solution must be highly scalable yet flexible enough to accommodate various levels of customization. This product manager will create comprehensive requirements documents with input from technical solution architects, delivery teams, IT teams, geography sales teams, other internal functional teams, and customers. They will also create full financial business cases with pricing, cost models and ROI analysis. They will collect customer feedback directly and from industry experts, define the offering value proposition, determine points of competitive differentiation, determine internal and customer success metrics, and assist with marketing messaging and product positioning within the overall DWS portfolio for both customers and channel partners. They will determine how seller teams will transact the product and ensure Lenovo’s back-end can support that requirement. They will work with Lenovo’s legal and security teams to ensure appropriate signoffs and appropriate documentation is in place (service descriptions, SOW templates, terms and conditions). They will work closely with the global delivery team to determine appropriate resourcing, standard operating procedures, and end-to-end processes utilizing an ITSM infrastructure for a seamless customer experience are in place. They will ensure an appropriate training plan is in place for all levels of sellers and pre-sales solution architects. This position will stay engaged post-launch to monitor performance, customer feedback and process execution and adjust the offering and/or execution processes as necessary to achieve success metrics.
The candidate should have prior experience developing and delivering a managed service desk offering. An ideal candidate will have worked for an MSP or a Systems Integrator, or another PC OEM in this capacity. They should have a strong IT technical background and understanding of ITSM platforms such as ServiceNow as well as be very familiar with go-to-market strategies overall for as-a-service offerings for enterprise clients.
Individuals will have the opportunity to work with and influence a variety of WW stakeholders to drive transformational projects. Success will require the ability to be both strategic in setting offering direction, as well as tactical to lead teams to efficiently execute across a wide variety of areas. This person must be able to manage complexity, think creatively, deal with ambiguity, and thrive in a fast-paced environment. They should feel comfortable presenting to executive-level teams as well as have the experience and technical chops to hold their ground with customer CIOs, IT teams, as well as internal executing teams.
Position Requirements:
Create a managed service desk offering for enterprise customer’s PC and related endpoint devices and infrastructure they wish to outsource to Lenovo.
Determine and document offering scope, value prop, marketing messaging, target customer, route to market, cost and pricing models, business cases.
Put together the requirements needed (people/process/tools) to either build internally or with a partner to deliver all or part of the offering.
Conduct competitive analysis to determine pricing strategy and product features that will be included in the offering. Understand where your offering is today and keep up-to-date with future direction in the industry
Lead the cross-functional internal team of technical solution architects, delivery teams, IT teams, sales teams, finance, procurement, security, and other internal teams to ready the offering to launch. Validate offering with sales and customers, sometimes participting in pre-launch RFQs.
Provide input to marketing staff to ensure they are able to generate high quality sales and training aids such as brochures, sales guides, training courses, press releases and web content
Feed requirements into IT teams to build capabilities for next generation, longer-term offering phases
Required Qualifications:
Bachelors degree required, Masters degree a plus
10+ years of managed services product development experience for service desk for a variety of enterprise-level customers.
15+ years of managed services delivery for global service desk. Working for a Systems Integrator, Managed Services Provider or competitive PC OEM will be given priority.
Experience building service offerings that fit into a device-as-a service lifecyle a plus
Deep Knowledge of the ServiceNow platform
Strong leadership skills, decisive and ability to work thru ambiguity
High level of communication & presentation skills to all levels of mgmt and staff
Strong business & financial acumen
Ability to thrive in a fast-paced environment
Collaborative approach to meeting business objectives and ability to influence at all levels of matrixed organizations
Experience working with global teams and conducting business internationally
Multiple Countries (Posting Locations)
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