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Transformation Program Manager

Company: Lenovo
Location: Raleigh
Posted on: January 17, 2020

Job Description:

* Job ID #: 80323

* Location: USA-NC-Raleigh

* Functional Area: Information Technology

* Facility: Corporate Office

* Relocation Provided: No

* Education Required: Bachelors Degree

* Experience Required: 5 - 7 Years

* Travel Percent: 0.00

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Position Description:
Lenovo is seeking a Sr. Business Transformation Specialist that will design, develop, and implement robust strategic and tactical plans creating excellent and effortless customer experience. The plans must align business and operational strategies to ensure that Lenovo accomplishes its short term and long-term business priorities. The Manager will collaborate closely with geography execution teams responsible for Contact Center, Field Services, Parts & Logistics, Upsell for opportunity identification, eServices & Social listening and Procurement to ensure alignment of global vision and execution across all geographies and support channels. Ability to help in creation of process & tools that will enable Lenovo to have the competitive edge.

This position develops and implements effective Service strategic and continual improvement initiatives across the globe. Key responsibilities include:
* Lead the Project teams to understand the project goals and to complete project objectives, Understand and manage project scope to deliver within the time / cost restraints , Ensure E2E process will be executed as designed / Identify and communicate gaps
* Benchmark best in class practices such as Entitlement, Contact Center, and Field Services strategies to design, develop, Implement and Deploy global initiatives in Integrating Partners with CRM platform and Cross systems.
* Create a consistent and valued effortless customer support experience developing and scaling repeatable methodologies and proven best practices
* Maintain and expand highly effective working relationships with key stakeholders, geography leaders, customers/users, vendors and partners to integrate strategic support and continuous improvement plans into overall strategic objectives
* Leverage knowledge and experience with Service technologies to partner with IT groups ensuring we effectively optimize and enhance our technologies in order to improve operational effectiveness and customer experiences
* Work cross functionally to share best practices and modify processes and policies to improve overall customer experience to enable best in class system for Service operations.
* Lead the Service Vendor Partner Integration and enable the system infrastructure for services business operation.
* Develop and execute project schedule for Geo Roll Out.
* Monitor execution, drive functional commitments to deliver and Provide timely / accurate project status updates
* Own project risk management planning and change control
* Performs regular Fu pan/Lessons Learned with the team to ensure project and process improvements are captured from Concept to Launch
* Travel to the IT development center & work with the IT teams to explain, design & deliver IT tools.
* Maintain and improve the business processes and lead solution deployments, EDI mapping, setup, configuration, testing and Trading Partner setup/maintenance
* Assist in aligning regional business teams for BT/IT releases, deployments, project or production issues, etc

Position Requirements:
Thorough understanding of policies, procedures and processes in own area and multiple, related areas. Continues to develop significant professional knowledge based on a solid educational foundation. Resolves complex and detailed issues by evaluating information from several sources of information (both internal and external), including customers.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Keywords: Lenovo, Raleigh , Transformation Program Manager, Executive , Raleigh, North Carolina

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