Service Delivery Engineer - Incident & SLA Leader

Lenovo; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Lenovo seeks a Service Delivery & SLA Governance lead to own day-to-day IT and infrastructure service delivery across 180 markets. You will monitor performance against SLAs, lead review meetings and drive improvements.

You will manage incident and problem workflows, perform RCA, and collaborate with vendors and account teams to enhance CX and cost-to-serve. Strong ITIL and vendor management skills are essential.

Qualifications

• Experience applying ITIL practices in service delivery.
• Ability to manage SLAs/OLAs and KPIs with data-driven insights.
• Proven incident management and RCA capabilities.

Responsibilities

• Own day-to-day delivery of all contracted IT and infrastructure services, ensuring consistent compliance with SLAs, OLAs, and KPIs.
• Monitor, report, and act on service performance metrics (e.g., availability, MTTR, MTTA, ticket aging, first-time fix rate).
• Lead internal and customer-facing service review meetings (weekly operational, monthly business reviews) with data-driven insights and clear action plans.
• Identify SLA risks early and drive remediation to prevent breaches; elevate commercial implications where necessary.
• Serve as the primary escalation point for major incidents and service disruptions; coordinate cross-functional response and customer communications.
• Ensure timely, high-quality root cause analysis (RCA) and implementation of preventive actions to reduce repeat incidents.
• Maintain and continuously improve incident runbooks, escalation paths, and operational playbooks.
• Act as a trusted operational partner to the client’s technical and business stakeholders; proactively manage expectations and service perception.
• Drive initiatives to enhance customer experience (CX), including feedback loops, satisfaction surveys (CSAT/NPS), and service improvement plans (SIP).
• Partner with the Account Team to identify opportunities for service expansion or value-added offerings.
• Standardize and optimize operational processes (change, problem, capacity, availability management) aligned with ITIL best practices.
• Champion automation, tooling enhancements, and knowledge management to improve efficiency and reduce manual effort.
• Ensure operational readiness for new services, transitions, or scope changes—including documentation, training, and monitoring integration.
• Lead and develop a high-performing operations team (onshore/offshore), fostering accountability, capability, and a customer-first mindset.
• Govern third-party vendors and subcontractors against contractual obligations, performance standards, and quality expectations.
• Collaborate with HR and Finance on resourcing, budgeting, and cost-to-serve optimization.

Skills

ITIL

SLA governance

Incident management

Root cause analysis

Vendor management

Customer relationship

Automation initiatives

Job description

Lenovo seeks a Service Delivery & SLA Governance lead to own day-to-day IT and infrastructure service delivery across 180 markets. You will monitor performance against SLAs, lead review meetings and drive improvements.

You will manage incident and problem workflows, perform RCA, and collaborate with vendors and account teams to enhance CX and cost-to-serve. Strong ITIL and vendor management skills are essential.