Operation Mgmt Officer

Req #

WD

Career area:

Information Technology

Country/Region:

Singapore

State:

Central Singapore

City:

SINGAPORE

Date:

Friday, October 17, 2025

Working time:

Full-time

Additional Locations:

• Singapore - Central Singapore - Singapore

• Singapore - Central Singapore - SINGAPORE

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 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).

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 , and read about the latest news via our StoryHub.

Job Summary:

We are seeking a highly organized, resourceful, and proactive Service Request Management Analyst to join our IT Service Management (ITSM) team within the Service Delivery department. This role is responsible for managing and improving the end-to-end lifecycle of user-submitted service requests to ensure timely, efficient, and high-quality fulfillment in alignment with defined service levels.

The successful candidate will also act as a secondary support resource for core ITSM processes such as Change Management and Incident Management, contributing to the enhancement of IT services and promoting effective communication between IT and business stakeholders.

Key Responsibilities:

• Service Request Lifecycle Management: Manage the full lifecycle of IT service requests—from submission to fulfillment—ensuring timely processing and resolution.
• SLA Monitoring & Compliance: Track and monitor service request performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); escalate as necessary.
• Process Improvement: Proactively identify trends, recurring issues, and inefficiencies in the service request process and propose actionable improvements.
• Reporting & Analysis: Generate and analyze reports on request volumes, fulfillment performance, and operational metrics to inform decision-making.
• User Support & Communication: Act as a primary contact for service request-related inquiries, providing accurate and timely communication to users.
• Cross-functional Collaboration: Collaborate with IT teams including Incident, Problem, and Change Management to ensure seamless service integration and delivery.
• Documentation: Develop and maintain clear and up-to-date documentation on service request procedures, workflows, and operational processes.

Required Skills & Qualifications:

• Analytical Thinking: Strong analytical skills with the ability to identify trends, perform root cause analysis, and recommend effective solutions.
• Communication: Excellent written and verbal communication skills; capable of conveying technical concepts to non-technical audiences.
• Problem Solving: Demonstrated ability to resolve issues proactively and minimize service disruptions.
• Customer Focus: A strong commitment to providing outstanding service to both internal and external stakeholders.
• Organizational Skills: Ability to manage multiple tasks simultaneously while maintaining attention to detail and meeting deadlines.
• ITSM Knowledge: Solid understanding of IT Service Management principles and frameworks; familiarity with ITIL practices is required.
• Education & Certification: A degree in Information Technology or a related field.
  
  ITIL v3 or ITIL 4 Foundation certification is highly desirable.

Desirable Attributes:

• Experience with ITSM tools such as ServiceNow, BMC Remedy, or equivalent platforms.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Flexible and adaptable to evolving priorities and business needs.

Additional Locations:

• Singapore - Central Singapore - Singapore

• Singapore - Central Singapore - SINGAPORE

• Singapore

• Singapore - Central Singapore

* Singapore - Central Singapore - Singapore , * Singapore - Central Singapore - SINGAPORE