Service Delivery Manager, NA DWS Delivery (Digital Workplace Solutions)

Lenovo; Buenos Aires; A distancia; USD 60.000 - 100.000; Jornada completa

Descripción de la vacante

Una empresa global de tecnología busca un Gerente de Entrega de Servicios para liderar la gestión de contratos y relaciones con clientes. Este rol estratégico implica supervisar la entrega de soluciones digitales, gestionar el rendimiento financiero y optimizar la gestión de inventarios. El candidato ideal será un líder proactivo, capaz de fomentar relaciones sólidas y garantizar la excelencia operativa. Si te apasiona la innovación y deseas impactar en la experiencia del cliente, esta es tu oportunidad para unirte a un equipo dinámico y en crecimiento.

Formación

• Experiencia en gestión de contratos y relaciones con clientes clave.
• Habilidades en gestión financiera y control de costos.

Responsabilidades

• Supervisar la entrega de servicios contratados, asegurando el cumplimiento de SLA.
• Gestionar relaciones con clientes y resolver problemas de servicio.

Conocimientos

Gestión de relaciones con clientes

Gestión de contratos

Gestión financiera

Gestión de inventarios

Gestión de equipos

Mejora continua

Educación

Licenciatura en Administración de Empresas

Certificación en Gestión de Proyectos

Herramientas

Herramientas de gestión de proyectos

Software de gestión financiera

Descripción del empleo

Service Delivery Manager, na Dws Delivery (Digital Workplace Solutions)

General Information:
- Req #- WD00078461
- Career area: Services
- Country/Region: Argentina
- State: Capital Federal
- City: CABA
- Date: Friday, April 4, 2025
- Working time: Full-time
Additional Locations:
- Argentina - Capital Federal - CABA
Why Work at Lenovo:
We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 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).
Description and Requirements:
Service Delivery Manager (North America Service Management Office)
We are a managed services organization within a global computer manufacturing company, responsible for delivering large-scale services around end point devices spanning 36 to 48 months. Our services focus on Digital Workspace Solutions (DWS), including logistics, rollouts, Unified Endpoint Management (UEM) services, and other device-centric solutions. We take pride in our commitment to delivering exceptional value and seamless customer experiences.
The Service Delivery Manager (SDM) will oversee the end-to-end delivery of large-scale contracts for our key clients. This role requires a strategic leader who excels in contract management, scope management, financial oversight, and stakeholder engagement to ensure the successful delivery of the agreed-upon services. The SDM will serve as the primary point of contact for the customer and internal stakeholders, ensuring alignment with contractual obligations and organizational objectives.
Key responsibilities include:
Customer Relationship Management
- Build and maintain strong, trust-based relationships with the client’s key stakeholders.
- Act as the primary escalation point for service-related issues, ensuring prompt and effective resolution.
- Conduct regular service reviews with the client, sharing performance insights and driving continuous improvement.
Contract Management
- Serve as the primary owner of the client contract, ensuring adherence to all terms and conditions.
- Monitor contractual obligations, deliverables, and milestones, ensuring timely execution.
- Address contract amendments, extensions, and renewals in collaboration with the legal and sales teams.
Scope Management
- Manage the scope of services, ensuring clear understanding among internal teams and the client.
- Handle scope changes through a structured change management process, aligning with client needs and internal capabilities.
- Regularly review and refine the scope to adapt to evolving client requirements and operational realities.
Financial Management
- Drive continuous margin improvement programs, including an annual contract value growth.
- Ensure the As-Delivered financials are tracking in line with, or better than the As-Sold financials.
- Ensure on-time and accurate billings.
- Manage the contract’s financial performance, including budgeting, forecasting, and cost control.
- Track revenue recognition and profitability, ensuring alignment with organizational financial goals.
- Collaborate with finance teams to provide accurate billing and resolve discrepancies promptly.
Inventory Management
- Develop and maintain inventory consumption plans in collaboration with the customer to minimize aged inventory and optimize usage.
- Monitor inventory levels, ensuring alignment with project timelines and operational requirements.
- Implement strategies to manage excess or obsolete inventory, including redeployment or disposal as necessary.
- Coordinate with logistics teams to ensure timely and accurate inventory delivery and reporting.
Service Delivery Oversight
- Ensure the successful delivery of all contracted services, meeting or exceeding agreed service levels (SLAs) and key performance indicators (KPIs).
- Coordinate cross-functional teams, including logistics, UEM, and rollout specialists, to deliver integrated solutions.
- Proactively identify and mitigate risks to service delivery.
Operational Excellence
- Implement and promote best practices to drive efficiency and quality in service delivery.
- Foster a culture of continuous improvement within the delivery team.
- Leverage automation and innovative tools to enhance service efficiency and value.
Team Leadership
- Lead and/or manage the delivery team to ensure high performance and alignment with organizational goals.