Director, Service Onboarding, Transition & Delivery Operations

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Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 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).

Role Overview

Lenovo's Solutions & Services Group (SSG) is driving global growth through expanded managed services, hybrid cloud, AI-enabled offerings, and "as-a-service" models. We are seeking a Director-level leader to drive end-to-end service onboarding, transition, and operational readiness across large, complex enterprise engagements.

This role is responsible for ensuring that new services, customers, and solutions are successfully transitioned into steady-state delivery through consistent, scalable, and high-quality onboarding practices. The Director will operate at the intersection of sales, solutioning, and delivery, ensuring alignment from deal closure through service activation and ongoing execution.

The ideal candidate brings deep experience in service onboarding, infrastructure operations, and global delivery, combined with strong program execution, stakeholder management, and transformation capabilities.

Key Responsibilities

Service Onboarding & Transition Execution

• Lead onboarding and transition programs for complex, multi-region managed services engagements.
• Establish and execute standardized onboarding frameworks, transition plans, and governance models.
• Ensure successful handoff from presales/solutioning into delivery, aligned to SLAs, contractual obligations, and customer expectations.

Operational Readiness & Delivery Excellence

• Drive operational readiness across people, process, and technology to enable smooth service launch and stabilization.
• Monitor onboarding performance using defined KPIs and service metrics, driving continuous improvement.
• Embed ITIL-based practices and structured operating procedures across onboarding and transition activities.

Program Leadership & Cross-Functional Alignment

• Act as primary program leader during transition phases, coordinating across Sales, Solution Architecture, Delivery, and Customer teams.
• Identify risks, dependencies, and escalation points, ensuring timely resolution and stakeholder alignment.
• Support complex deal pursuits by providing input into onboarding approach, risk, and delivery feasibility.

Transformation & Continuous Improvement

• Lead initiatives to enhance onboarding efficiency through automation, AI adoption, and process optimization.
• Standardize tools, reporting, and governance mechanisms to improve scalability and repeatability.
• Drive improvements in customer experience during onboarding and early lifecycle stages.

Stakeholder & Customer Management

• Engage with senior customer stakeholders during onboarding phases to ensure alignment and confidence.
• Collaborate with internal leaders across delivery, operations, and product teams to ensure consistent execution.
• Provide regular status updates, governance reporting, and executive-level communication during transitions.

Commercial & Resource Alignment

• Support cost modeling, resource planning, and onboarding-related financial tracking for assigned programs.
• Ensure efficient use of delivery resources during ramp-up and transition phases.
• Contribute to RFP responses and solution validation related to onboarding and delivery readiness.

Team Leadership & Capability Development

• Lead and develop a team of onboarding and transition managers or program leads.
• Drive capability development in areas such as service transition, ITSM, and program management.
• Foster a culture of accountability, collaboration, and continuous improvement.

Basic Qualifications

• 15+ years of experience in IT services, infrastructure operations, or managed services delivery.
• Proven experience leading service onboarding, transition, or large-scale delivery programs.
• Strong understanding of global delivery models and enterprise IT operations.
• Demonstrated ability to manage complex, cross-functional programs and stakeholder environments.
• Experience driving operational excellence and process improvement initiatives.

Preferred Qualifications

• Experience with AI, automation, or observability initiatives in service delivery environments.
• Strong knowledge of ITIL, Lean, or Six Sigma methodologies.
• Experience supporting RFPs, solution validation, and onboarding for large enterprise deals.
• Background in vendor and outsourcing environments.
• Experience working in a global, matrixed organization.