About the Practice

Lenovo PCCW Solutions (LPS) AI Data Intelligence Practice helps enterprises become truly AI-ready through data strategy, AI readiness, data governance, modern data platforms, analytics, generative AI and managed services. The practice delivers end-to-end services across Strategy, Build and Adopt, helping clients turn enterprise data into trusted business assets and AI-ready foundations.

We work with leading platforms and ecosystems including Microsoft Fabric, Databricks, Azure, AWS, Alibaba Cloud, Lenovo Hybrid AI, modern data governance platforms, data product frameworks, and enterprise AI technologies.

Our clients span financial services, government and public sector, manufacturing, education, retail, hospitality, property, logistics and enterprise markets across Hong Kong and Greater China.

Role Overview

As a Service Delivery Manager, you will ensure successful operation, support, adoption and continuous optimization of enterprise Data Intelligence platforms, managed services and AI-enabled solutions.

Key Responsibilities

Service Management

· Manage application managed service and data platform support engagements.

· Ensure SLA compliance, service quality, reporting cadence and customer satisfaction.

· Lead incident, problem, change and escalation management processes.

· Establish operational governance, service review forums and continuous improvement mechanisms.

· Coordinate support activities across DataOps, MLOps, platform operations and delivery teams.

Operational Excellence

· Develop service runbooks, support models, RACI, knowledge base and operational standards.

· Drive monitoring, alerting, issue prevention and performance optimization initiatives.

· Support transition from project delivery into steady-state managed services.

· Track service KPIs, operational risks and improvement opportunities.

Customer Success

· Manage customer relationships and executive service reviews.

· Identify enhancement opportunities and service expansion areas.

· Promote adoption, user satisfaction and measurable business value from data and AI services.

Required Qualifications

· Bachelor's degree in Information Technology, Computer Science, Business, Engineering or a related discipline.

· 5+ years of experience in service delivery, IT operations, managed services, customer success or enterprise support management.

· Strong understanding of service governance, SLA management, incident management and operational reporting.

· Excellent customer communication, escalation management and stakeholder management skills.

· Ability to coordinate cross-functional technical and business teams.

Preferred Qualifications

· ITIL certification or practical ITIL experience.

· Experience supporting data platforms, cloud platforms, analytics solutions, AI services or enterprise applications.

· Experience with operational dashboards, runbooks, managed service transition or continuous improvement programs.

What Success Looks Like

· Services are stable, measurable, well-governed and continuously improved.

· Clients have confidence in operational support, escalation handling and service quality.

· Managed services become a platform for recurring value and long-term customer success.

Working Style

· Collaborate with business stakeholders, architects, engineers, consultants and service delivery teams.

· Operate in a consulting-led delivery environment with strong ownership of outcomes.

· Contribute to reusable methodology, accelerators and solution assets for the practice.

· Support enterprise customers in Hong Kong with occasional regional collaboration as required.

Why Join Us

· Join a growing AI Data Intelligence Practice focused on strategy, platform, analytics, AI and managed services.

· Work on enterprise-scale transformation programs with modern data and AI platforms.

· Develop cross-disciplinary capability across consulting, architecture, engineering, data products and adoption.