Service Delivery Manager, DWS Delivery - Montreal

Lenovo; Montreal (administrative region); On-site; CAD 92,000 - 141,000; Full time

Job summary

Lenovo in Montreal seeks a Service Delivery Manager to own governance and service performance for North America Digital Workplace Solutions. Lead cross-functional teams, manage escalations, and drive continuous improvement while aligning with contracts and client expectations.

The role requires strong customer engagement, operational rigor, and bilingual French/English communication within a global tech company. Montreal location with a focus on delivering outstanding service outcomes.

Qualifications

• Bachelor's degree in Business, Information Technology, Management, or related field.
• 5+ years of experience in IT service delivery, managed services, service management, or customer success.
• Experience managing customer-facing service delivery engagements in DWS, End-User Computing, Infrastructure or Managed Services.
• Demonstrated governance and customer review leadership.
• Strong knowledge of service-level management, KPI reporting and contractual obligations.
• Experience handling customer escalations and issue resolution in complex environments.
• Bilingual fluency in French and English (written and verbal).

Responsibilities

• Serve as the primary service management contact for assigned customer accounts.
• Develop trusted relationships with customer stakeholders, including executives.
• Lead regular governance meetings, service reviews, and business reviews.
• Address customer concerns, risks and escalations proactively.
• Support satisfaction, retention and growth through service performance improvements.
• Own governance for assigned accounts and ensure adherence to SMO standards.
• Monitor service performance, SLAs, KPIs and objectives.
• Coordinate cross-functional delivery teams to meet commitments.
• Provide clear reporting, risk assessments and action plans.
• Drive continuous improvement and adoption of automation where appropriate.

Skills

5+ years IT service delivery

Bilingual French/English

Leadership in governance

Customer-facing','

Education

Bachelor's degree in Business/IT/Management or related

Tools

ITIL Foundation Certification

Job description

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

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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 www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

The Service Delivery Manager (SDM) is a customer-facing role within the North America Digital Workplace Solutions (DWS) Service Management Office (SMO), reporting to the Senior Manager, Service Management Office. The SDM is responsible for the successful delivery, governance, and operational management of one or more strategic customer accounts, ensuring service commitments are consistently achieved while fostering strong customer relationships.

Acting as the primary interface between the customer, delivery teams, account leadership, and executive stakeholders, the SDM drives operational excellence, service quality, customer satisfaction, and continuous improvement across the customer lifecycle. The role is accountable for service performance, governance execution, risk management, financial stewardship, and ensuring alignment between customer expectations and delivery outcomes.

The successful candidate will combine strong customer engagement skills with operational rigor, business acumen, and a passion for delivering exceptional customer experiences. This role is ideal for a highly motivated service management professional who thrives in a customer-facing environment, excels at building relationships, and is passionate about delivering outstanding service outcomes while driving operational excellence and continuous improvement.

Key Responsibilities

Customer Relationship Management

• Serve as the primary service management contact for assigned customer accounts.
• Develop and maintain trusted relationships with customer stakeholders, including operational leaders, executives, and key business contacts.
• Lead regular customer governance meetings, service reviews, operational reviews, and executive business reviews.
• Ensure customer concerns, risks, and escalations are addressed proactively and resolved in a timely manner.
• Advocate for customer needs while balancing contractual commitments, operational requirements, and business objectives.
• Support customer satisfaction, retention, and growth initiatives by identifying opportunities to enhance service performance and customer outcomes.

Service Delivery & Governance

• Own service management governance for assigned accounts, ensuring adherence to established SMO operating standards.
• Monitor and manage service performance against contractual commitments, SLAs, KPIs, and operational objectives.
• Facilitate regular operational reviews with delivery teams to assess performance, identify trends, and address areas requiring improvement.
• Drive accountability across cross-functional delivery teams to ensure service commitments are achieved.
• Ensure accurate and consistent service reporting, including performance metrics, risk assessments, action plans, and customer communications.
• Maintain visibility into program health, dependencies, issues, and operational risks.

Incident, Risk & Escalation Management

• Serve as the service delivery lead for customer escalations and major service issues.
• Coordinate cross-functional response teams to address high-priority incidents and service disruptions.
• Drive root cause analysis activities and ensure corrective and preventative actions are implemented.
• Identify and mitigate delivery, operational, and customer experience risks before they impact service performance.
• Provide clear and timely communication to customer and internal stakeholders during critical situations.

Continuous Improvement & Service Excellence

• Identify opportunities to improve service quality, operational efficiency, and customer experience.
• Lead service improvement initiatives aligned to customer priorities and operational objectives.
• Support the implementation of standardized processes, governance models, and best practices across the DWS organization.
• Leverage data and analytics to identify trends and recommend actionable improvements.
• Drive adoption of automation, AI-enabled capabilities, and process simplification opportunities where appropriate.
• Partner with account leadership and finance teams to support revenue, margin, and cost management objectives.
• Monitor contract performance and ensure services are delivered within agreed scope and commercial parameters.
• Identify and manage scope changes, risks, assumptions, and service dependencies that may impact financial performance.
• Support forecasting, budgeting, chargeback validation, and change order activities.
• Provide visibility into financial risks and opportunities affecting assigned accounts.

Program & Project Coordination

• Collaborate with project managers, transition teams, and operational leaders to support customer initiatives and transformation programs.
• Ensure operational readiness for new services, projects, and program changes.
• Coordinate across delivery towers to ensure successful execution of customer priorities.
• Support organizational transformation initiatives and service modernization efforts.

Executive & Cross-Functional Collaboration

• Work closely with Sales, Delivery, Operations, Engineering, PMO, Finance, Procurement, and Customer Success teams.
• Provide account health updates, risk summaries, and operational insights to leadership.
• Contribute to account planning, customer strategy discussions, and business reviews.
• Support account growth and renewal activities through strong operational performance and customer advocacy.

Required Qualifications

• Bachelor's degree in Business, Information Technology, Management, or related field, or equivalent experience.
• 5+ years of experience in IT service delivery, managed services, service management, or customer success roles.
• Experience managing customer-facing service delivery engagements in Digital Workplace Services, End-User Computing, Infrastructure Services, or Managed Services environments.
• Demonstrated experience leading operational governance and customer review processes.
• Strong understanding of service-level management, KPI reporting, and contractual service obligations.
• Experience managing customer escalations and driving issue resolution in complex environments.
• Bilingual fluency in both French and English (written and verbal) is required, with the ability to communicate effectively with stakeholders across both languages.

Preferred Skills & Experience

• ITIL Foundation certification or strong knowledge of ITIL service management principles.
• Experience supporting Digital Workplace Solutions, End User Services, Device Lifecycle Management, Field Services, Service Desk, Collaboration Services, or Workplace Modernization programs.
• Experience working within matrixed and global organizations.
• Proven success managing relationships with customer executives and senior business stakeholders.
• Experience using service management platforms, reporting tools, and dashboard solutions.
• Knowledge of automation, AI-enabled service management, and operational analytics.

Additional Locations: * Canada - Quebec - Montréal

PAY TRANSPARENCY

The anticipated annual compensation range for this position is 92,000–140,990 CAD. Final compensation will be based on relevant experience, skills, and business considerations. Individuals may also be considered for bonuses and/or commissions. Lenovo’s various benefits can be found at www.lenovobenefits.com

If you require an accommodation to complete this application, please contact [e-mail]