IT Service Delivery Manager - SLA & CX Excellence

Lenovo India Private Limited; Hong Kong; On-site; HKD 600,000 - 1,000,000; Full time

Job summary

Lenovo India Private Limited in Hong Kong is seeking an experienced Service Delivery Manager to own end-to-end delivery of contracted IT and infrastructure services, ensuring SLAs are met and client expectations are managed.

You will lead cross-functional teams, drive service improvements, supervise incident response, and collaborate with the account team, HR, and vendors to optimize performance and costs while maintaining exceptional CX.

Responsibilities

• Own day-to-day delivery of all contracted IT and infrastructure services, ensuring SLAs, OLAs, and KPIs are met.
• Monitor, report, and act on service performance metrics such as availability, MTTR, MTTA, and ticket aging.
• Lead internal and customer-facing service review meetings with data-driven insights and clear action plans.
• Identify SLA risks early and drive remediation to prevent breaches.
• Coordinate major incident response, RCA, and preventive actions to reduce repeats.
• Standardize ITIL-aligned processes and champion automation and knowledge management.

Job description

Lenovo India Private Limited in Hong Kong is seeking an experienced Service Delivery Manager to own end-to-end delivery of contracted IT and infrastructure services, ensuring SLAs are met and client expectations are managed.

You will lead cross-functional teams, drive service improvements, supervise incident response, and collaborate with the account team, HR, and vendors to optimize performance and costs while maintaining exceptional CX.