IT Network Operation Manager

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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.

Position Overview

Experienced IT Operations Leader responsible for building and scaling mission-critical infrastructure and frontline call center support operations. You will establish ITIL-based service processes, lead a 10+ member team, drive cross-departmental collaboration, and ensure 99.9%+ system availability with seamless customer ticket resolution. This role requires expertise in technical governance, user communication, and team development.

Core Responsibilities

• System Building
• Design/implement ITIL v4-compliant service processes (Incident/Problem/Change/CMDB)
• Establish SLA/KPI frameworks for infrastructure (Hybrid Cloud/On-prem) and business systems (ERP/CRM)
• Build Lenovo overseas frontline IT support team while ensuring SLA compliance and customer experience
• Team Management
• Oversee recruitment, training, and performance management of L1 operations engineers
• Foster DevOps culture through automation (Ansible/Jenkins)
• Lead 24/7 frontline support for Lenovo IaaS, network, database, and application operations
• Operations Governance
• Drive RCA for operational-level incidents and coordinate crisis management with business units
• Optimize existing user support/frontline processes
• Analyze operational metrics to provide data-driven recommendations for system stability and IT configuration
• Strategic Collaboration
• Partner with IT teams to complete annual compliance audits
• Translate technical risks into business impact analysis for executive reporting
  
  

Qualification Experience

• 8+ years in IT Network Operations (5+ years managing 10+ member teams)
• Degree in IT or Networking or related discipline
• Proven ITIL implementation (ITIL v3/v4 Manager/Expert certification required)
• Successful team-building from scratch (hiring/development/retention)
• Data analysis proficiency
  
  

Technical Skills

• Infrastructure: Hybrid Cloud (AWS/Azure), VMware/K8s, network security, IAAS virtualization
• Monitoring: Large-scale deployment experience with Dynatrace/DataDog/Splunk.
  
  

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