Global Support Manager -AI Data Center Services

* United States of America
- North Carolina
- Morrisville

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Lenovo is seeking a global services leader to build, operate and scale the Power and Cooling support capability within AI Data Center Services (AIDCS). The role owns service delivery for mission-critical AI and HPC environments, including global workforce planning, team growth, technical escalation governance and portfolio P&L. This is a support-management role and does not own facilities operations, planned plant maintenance or hands-on engineering execution.

• Own the global, follow-the-sun support model, including remote and field response, escalation, on-call coverage and OEM or partner integration.
• Manage SLAs, KPIs, major incidents, root-cause actions and executive customer reviews.
• Establish consistent incident, problem, change, knowledge and service-improvement processes.
• Approve the support readiness and transition of new deployments into steady-state service.
• Forecast demand and own global scheduling for incidents, escalations, commissioning support, change windows and specialist interventions.
• Balance priorities and contingency coverage across customers, geographies and time zones.
• Manage skills coverage, utilization, productivity, travel, contractor use and on-call capacity against service and financial targets.
• Resolve resource gaps through recruitment, development, partners, contractors or OEM support, supported by accurate capacity reporting.

• Build, lead and scale a geographically distributed team of power, electrical, mechanical and liquid-cooling specialists.
• Own organisation design, recruitment, performance, development, succession and retention.
• Create competency frameworks and career paths, while setting the right mix of employees, contractors, partners and OEM resources.
• Develop regional leaders and foster an accountable, inclusive and customer-focused culture.

• Own the support portfolio P&L, annual plan, budget and forecast, with accountability for revenue, margin, operating cost and profitability.
• Control labor, travel, subcontractor, spares and tooling costs while protecting service commitments.
• Own service costing, pricing and commercial governance, and review bids and contracts for delivery and financial risk.
• Grow recurring revenue through standard offerings, service attach, renewals, lifecycle services and portfolio expansion.

• Act as the senior AIDCS escalation and support authority across liquid cooling and critical power…