We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 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.
Service Assurance Architect- In this new role, you will be managing the Day 1 Technical Services and Day 2 Managed Operations Service offer who is going to report to Delivery team. This function will serve as Check and Balance for any new pursuit between Sales, Pre-Sales and Delivery.
You Will
New Pursuit Evaluation:
- Early Involvement: Service Assurance participates in initial sales meetings and bid reviews to assess the feasibility and risks of new opportunities.
- Service Fit: They determine if the proposed solution aligns with the organization's standard service catalogue and can be delivered with existing capabilities.
- Due Diligence: Service Assurance performs due diligence on potential clients, reviewing their requirements, technical environment, and any potential challenges.
- Go/No-Go Decisions: They provide input on whether to pursue an opportunity based on their assessment of risks, resource availability, and potential for success.
- Act as Technology Infrastructure SME for Network Security Design. (Critical)
Standardization Check
- Mapping to Standards: Service Assurance ensures that proposed solutions map to standardised service offerings, configurations, and delivery processes.
- Deviation Management: If customization is required, they assess the impact of deviations from standards and ensure they are documented and approved.
- Knowledge Base: They maintain a knowledge base of standard services, configurations, and best practices to guide solution design and delivery.
SLA Negotiations
- Realistic SLAs: Service Assurance works with Sales, Pre-sales and Delivery to define SLAs that are realistic, measurable, and achievable based on the organization's capabilities and resources.
- Performance Metrics: They establish clear performance metrics and measurement methods to track SLA compliance.
- Risk Assessment: They assess the risks associated with meeting specific SLAs and identify potential mitigation strategies.
Risk Assessment
- Proactive Identification: Service Assurance architect proactively identifies potential risks across all stages of the service lifecycle, including technical, operational, financial, and reputations risks.
- Risk Analysis: They analyse the likelihood and impact of identified risks, using tools like risk matrices and probability assessments.
- Mitigation Planning: They develop and implement risk mitigation plans, outlining specific actions to reduce the likelihood or impact of risks.
Sizing And Scoping
- Resource Estimation: Service Assurance works with Delivery to accurately estimate the resources required to deliver the proposed solution, including personnel, technology, and time. He/she will also be based on Standard Service Catalogue and sizing calculator as a base to do the estimate. Any deviation of the costing will need to be signed off and any major deviation will need to be documented as risk.
- Scope Definition: They help define the scope of work, ensuring it is clearly documented and agreed upon with the client.
- Costing and Pricing: They provide input on costing and pricing models to ensure profitability and competitiveness.
Continuous Improvement
- Performance Analysis: Analyse service delivery performance data to identify trends, areas for improvement, and opportunities to optimize processes and efforts sizing in the Standard Service catalogue.
- Innovation: Explore new technologies, methodologies, and best practices to enhance service delivery and drive continuous improvement.
Education
You Bring:
- Bachelor's degree in information technology, Computer Science, Engineering, or a related field.
- Relevant certifications are highly valuable, such as ITIL (Information Technology Infrastructure Library), Cloud Certifications, CCIE-RS, Security, Data Centre, Service Provider, Advance Design. etc.
Experience
- Years of Experience: At least 10 years of progressive experience in Pre-Sales, Technical Architect, or IT service management
- Service Design and Delivery: Proven experience in designing, implementing, and managing IT services, with a focus on quality, reliability, and efficiency.
- Risk Management: Demonstrated experience in identifying, assessing, and mitigating risks associated with IT service delivery.
- SLA Management: Experience in defining, negotiating, and managing service level agreements (SLAs).
- Compliance and Governance: Experience in ensuring compliance with relevant industry regulations, standards, and legal requirements.
- Process Improvement: Experience in analyzing and improving service delivery processes to enhance efficiency and effectiveness.
- Technical Skills:
- IT Infrastructure: Strong understanding of IT infrastructure components, including networks, servers, storage, and databases.
- Cloud Computing: Familiarity with cloud computing platforms and services (e.g., AWS, Azure, GCP).
- Automation: Knowledge of automation tools and technologies used in service delivery (e.g., RPA, scripting).
- Monitoring Tools: Experience with service monitoring and management tools.
- Data Analysis: Ability to analyse service performance data to identify trends and areas for improvement.
- Soft Skills:
- Communication: Excellent written and verbal communication skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.
- Collaboration: Strong collaboration and interpersonal skills, with the ability to work effectively with cross-functional teams.
- Problem-Solving: Excellent analytical and problem-solving skills, with the ability to identify and resolve complex issues.
- Leadership: Demonstrated leadership skills, with the ability to influence and guide others.
- Presentation Skills: Ability to create and deliver effective presentations to stakeholders.
- Beyond the Basics:
- Experience in the SI is a must.
- Consulting Experience: Prior experience in a consulting role can be beneficial, as it often involves working with different clients and solving diverse challenges.
- Agile and DevOps: Familiarity with agile methodologies and DevOps practices is increasingly valuable in today's fast-paced IT environment.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
