Service Delivery Manager UKI & Nordics

Lenovo; Farnborough; On-site; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Holiday purchase

Private medical

Income protection

Positive work life balance

Learning and development

Life insurance

Lenovo and Motorola products discounts

Cycle to work

MyGymDiscounts

Mortgage advice and support

Referral bonus

Free onsite parking

Job summary

Lenovo's Solutions & Services Group (SSG) is seeking a Service Delivery Manager to oversee customer satisfaction, partner performance, service quality, and operational improvements across EMEA. This role reports to the Senior Manager, Service Delivery, EMEA ISG ISS and offers broad exposure to regional initiatives.

You will drive service delivery excellence by coordinating with Sales, Engineering, Operations and external partners, while optimizing KPI performance and cost efficiency across the

Qualifications

• Proven experience in service delivery or operations management.
• Experience with external service providers and vendors.
• Strong stakeholder management across Sales, Operations and Engineering.
• Analytical with ability to interpret performance metrics.

Responsibilities

• Oversee customer satisfaction and service delivery quality.
• Coordinate with Sales, Engineering, and Operations teams.
• Manage service partner network and KPIs.
• Lead regional and cross-EMEA delivery projects.

Skills

Service delivery

Customer success

Operations management

Vendor management

KPI & SLAs

Stakeholder management

Project management

Analytical mindset

Communication skills

Cross-functional collaboration

Job description

* United Kingdom - Hampshire - Farnborough

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$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

Join Lenovo's Solutions & Services Group (SSG) and help drive exceptional service delivery for enterprise customers across EEMA. As a Service Delivery Manager, you will oversee customer satisfaction, partner performance, service quality, and operational improvements while collaborating with Sales, Engineering, Operations, and external service providers. This role reports to the Senior Manager, Service Delivery, EMEA ISG ISS and offers broad exposure to regional and EMEA-wide initiatives.

What You Will Do:

Client Satisfaction & Stakeholder Management

• Act as the main point of contact for customer escalations, proactively resolving service delivery, entitlement, and support issues by coordinating with Lenovo teams, engineers, client care, and external partners.
• Build and maintain strong relationships with large enterprise customers, ensuring high customer satisfaction and a seamless service experience.
• Partner closely with Sales teams across Market and GEO organizations to align service delivery capabilities with customer and business needs.
• Manage Lenovo's service partner network across the region, ensuring delivery meets agreed KPIs, service levels, quality standards, and contractual commitments.
• Optimize partner coverage, performance, and costs while driving continuous service improvements, efficiency gains, and cost-saving initiatives.

Service Planning

• Support Sales with delivery capability planning and ensure services can be successfully delivered to customers.
• Plan spare parts stocking and continuously adapt service delivery capabilities to support business growth and evolving customer requirements.
• Lead regional and EMEA-wide delivery projects, including global initiative deployments, service improvement programs, and new tool/process rollouts.

What You Will Need:

• Proven experience in service delivery, customer success, operations management, or vendor/service partner management, preferably within the IT, technology, or services industry.
• Strong background in managing customer escalations and resolving complex operational challenges while maintaining excellent customer satisfaction.
• Experience working with external service providers, outsourcing partners, or vendor networks, including performance management against KPIs and SLAs.
• Ability to build relationships and influence stakeholders across multiple functions, including Sales, Operations, Engineering, Customer Support, and senior customer contacts.
• Strong analytical mindset with experience interpreting service performance metrics, operational reports, and customer feedback to drive improvements.
• Proven project management skills with the ability to lead process improvements, tool implementations, transformation initiatives, and cross-functional projects.
• Excellent communication and presentation skills, with confidence interacting with both internal leadership teams and customer stakeholders.
• Self-driven and highly organized professional who thrives in a fast-paced international environment and is comfortable managing multiple priorities across a regional or EMEA scope.

What We Offer:

• Holiday purchase
• Private medical
• Income protection
• Positive work life balance
• Learning and development
• Life insurance
• Lenovo and Motorola products discounts
• Cycle to work
• MyGymDiscounts
• Mortgage advice and support
• Referral bonus
• Free onsite parking

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations: * United Kingdom - Hampshire - Farnborough

AI PROCESSING NOTICE

We use AI-based tools to support some of our processes (e.g. online interviews recordings and transcripts) in order to achieve better efficiency, accuracy and for our documentation purposes. AI can make mistakes, but we always make sure that the outputs are manually reviewed by a human. You can always opt-out or contact us in case of any question.

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