Jack Zhang – Leading Lenovo Global AI Service Transformation

Jack Zhang serves as Director of AI Transformation & eService Support for Lenovo’s International Services Support (ISS), having held this role since the beginning of 2024. In this position, he leads the global AI transformation roadmap and worldwide eSupport strategy for ISS, covering PCSD, MBG, and ISG business groups across consumer, commercial, SMB, and enterprise market segments. A transformative digital services leader with over 21 years of global experience, Jack spent five years at HP and sixteen years at Lenovo. Throughout his career, he has consistently delivered measurable business impact through continuous innovation, operational excellence, and a relentless enterprise-wide focus on elevating end-to-end customer experience.
As a director of AI Transformation & eService Support, Jack Zhang has led several path breaking innovations that involve both operation and AI design excellence such as AI empowered product registrations (AI POP), AI APOS, LLM Chatbot, Agentic AI Smart Repair, and Super Agent, etc. which have brought revolutionary waves of improvement in customer journey and cost savings for Lenovo. He was recognized with Lenovo’s Annual Outstanding Individual Award and Best Team Award in FY2425 for innovation, leadership, and impact, and earned Lenovo’s Annual Best Team Award once more in FY2526.
Jack conceived the proprietary AMA (AI Manage AI) framework as the north star for ISS’s AI strategy. This vision reimagines AI agents as equal work partners to human employees, establishing a new human-AI collaborative service paradigm. He champions full-link service intelligence, guiding eService team to turn this conceptual model into practical, globally scalable service capabilities that lay the foundation for ISS’s next-generation intelligent service operations.