Position Overview

The Service Delivery Manager (SDM) within the Lenovo Service Management Office (SMO) is a critical, customer-facing leadership role responsible for the end-to-end governance, operational excellence, and financial oversight of Lenovo's lifecycle and managed services. Acting as the primary bridge between client stakeholders, hardware sales, and technical delivery towers, the SMO SDM ensures that complex service agreements are executed seamlessly, contractual Service Level Agreements (SLAs) are met, and continuous service improvement (CSI) is driven systematically. This role is responsible for overseeing operational personnel—including Service Delivery Coordinators (SDCs) and team leads—to maintain high standards of customer experience and scalability.

Key Responsibilities

1. Service Governance & Contract Management

· SLA & KPI Accountability: Own overall performance against contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Experience Level Agreements (XLAs).

· Operational Governance: Establish, maintain, and lead structured governance cadences, including Weekly Operational Reviews, Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR).

· Transition to Steady-State: Lead the formal 'handover' process from transition/PMO to steady-state operations. Review Cost Models and Statements of Work (SOW) to ensure operational readiness and alignment with pricing assumptions.

· Risk & Compliance Frameworks: Enforce standard operating procedures (SOPs), RACI charts, and change management logs. Proactively identify, track, and mitigate operational risks and Single Points of Failure (SPOF).

2. Client Relationship & Escalation Management

· Trusted Advisor: Serve as the central Single Point of Contact (SPOC) and advocate for enterprise clients, managing executive stakeholder communication and driving customer satisfaction (CSAT).

· Incident & Problem Ownership: Take full ownership of the escalation hierarchy for critical incidents. Coordinate rapid-response resolution efforts across internal engineering, third-party vendors, and field services.

· Post-Incident Governance: Lead Root Cause Analysis (RCA) investigations and author detailed Post-Incident Reviews (PIRs), translating findings into permanent service remediations.

3. Operational Excellence & Tooling

· ITSM Alignment: Oversee day-to-day lifecycle workflows (Incident, Request, Problem, Asset, and Change Management) using corporate ITSM platforms, specifically leveraging ServiceNow for unified visibility and SLA reporting.

· Deployments & DaaS Operations: Oversee the operational lifecycle of Device-as-a-Service (DaaS) agreements, handling large-scale hardware deployments, custom software integrations, configuration tasks, and asset tracking.

· Digital Innovation: Partner with internal Innovation teams to drive the adoption of modern operational tooling, automation, and digital employee experience (DEX) platforms to reduce cycle times and optimize cost-to-serve.

4. Financial & Resource Management

· P&L and Efficiency Management: Monitor and control contract profitability and account P&L. Identify cost-containment opportunities through operational discipline and shared services optimization without compromising quality.

· Workforce Oversight: Direct and mentor assigned operational support staff (e.g., SDCs). Manage resource forecasting, capacity tracking, and skills planning to ensure adequate delivery coverage across client accounts.

5. Vendor & compliance Management

· Local supplier compliance commitment: commit and follow local supplier compliance at contracting and payment time. Manage supplier governance in monthly base to communicate with suppliers identify issues or concerns.

· Vendor performance control: Direct and mentor assigned service scope for suppliers. Manage business forecasting and performance evaluation to ensure total delivery quality.

Key Competencies & Technical Skills

· ITIL Framework Expertise: Deep operational understanding of ITIL core processes (Incident, Problem, Change, and Configuration Management).

· Enterprise Tooling: High proficiency with ServiceNow (ITSM/SACM modules) and advanced data reporting/analytics.

· Stakeholder Management: Exceptional negotiation, conflict resolution, and communication skills, with a proven ability to present complex operational metrics clearly to client executives.

· Commercial & Financial Acumen: Strong capability in managing P&L tracking, parsing statements of work, and analyzing commercial cost models.

Qualifications & Experience

· Education: Bachelor’s degree in Information Technology, Business Administration, or a related commercial/technical field.

· Experience - SDM Framework: Minimum of 5–7 years of experience in IT Service Delivery Management or a closely related Service Management Office (SMO) framework.

· Experience - Deployment: Proven experience managing large-scale, multi-site hardware deployments, managed workplace services, or DaaS contracts.

· Certifications - ITIL: ITIL Foundation (v3 or v4) is strictly required; ITIL Intermediate/Specialist certifications are highly regarded.

· Certifications - Project Management: Project Management certifications (e.g., PMP, PRINCE2, or Agile/Scrum Master) are strongly preferred.