Service Delivery Manager

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

Job summary

Lenovo Group Limited is seeking a Service Delivery Manager in Hong Kong to foster strong client relationships, understand customer strategy, and drive additional services and value. You will partner with sales and a distributed delivery team to ensure satisfaction, growth, and renewals, while maintaining efficient delivery and strict governance.

The role requires 5–8+ years in related fields, a business bachelor’s degree, and proven ability to engage C-Level clients in a fast-paced environment.

Qualifications

• 5–8+ years in a sales, customer success or customer support role.
• Bachelor's degree in a business-related field.
• Strong financial, analytical and problem-solving skills.
• Experience driving value for C-Level clients in B2B environments.
• Executive presence for high-intensity scenarios.
• Experience reporting to stakeholders (daily/weekly/fortnightly).
• Deep understanding of the technology stack supporting engineering teams.
• Strong delivery track record and collaboration in globally distributed teams.
• ITIL framework understanding; certification preferred.

Responsibilities

• Develop and execute strategic plans to improve customer satisfaction, loyalty and retention.
• Act as single point of contact for key customer stakeholders at executive level.
• Understand customer business and strategy to provide additional services and value.
• Coordinate multiple Service Delivery Managers on large, complex engagements.
• Propose service improvement plans to accelerate contract value to bookings.
• Collaborate with sales to meet requirements and fulfill commitments.
• Drive continuous margin improvement and contract value growth.
• Ensure great customer experience to secure contract renewals.
• Manage complaints and escalations to resolve quickly.

Skills

Strategic technology experience

Executive relationship management

Financial & analytical skills

C-Level client engagement

ITIL knowledge

Leadership & communication

Delivery track record

Problem solving

Education

Bachelor's degree in business

Job description

The purpose of the Service Delivery Manager (SDM) role is to foster, build and maintain a strong relationship between Lenovo and its customers. The SDM understands the needs and preferences of key customers, ensuring that their interactions with Lenovo are positive and seamless. This involves identifying opportunities to upsell or cross-sell, resolving issues or complaints, and providing personalized attention and support.

Key responsibilities

Develop and execute strategic plans for improving customer satisfaction, loyalty and retention

Develop a professional relationship with key customer stakeholders (executive level) and act as a single point of contact for the customer for all issues and challenges relating to the service

Intimately understand the customer business, future plans and strategy to provide additional services and value, thereby expanding the services footprint

Work with and/or coordinate multiple Service Delivery Managers dedicated to a common engagement or a small number of large/highly complex customer projects/deliverables

Develop and put forward both tactical and strategic initiatives and/or service improvement plans to accelerate contract value to bookings

Work closely with sales teams to ensure customer requirements are met and that sales commitments are fulfilled

Drive continuous margin improvement programs, including annual contract value growth

Ensure a great customer experience to gain contract renewals

Manage customer complaints and escalations related to delivery, and work to resolve them quickly and efficiently

Establish and assure adherence to budgets, schedules, work plans, and performance requirements

About you

5 - 8+ years of strategic technology experience in a sales, customer success or customer support role

Bachelor's degree in a business-related field

Strong financial, analytical and problem-solving skills

Experience providing insights, building relationships with, and driving value to C-Level clients in B2B environment

Strong executive presence with ability to manage through high intensity, high pressure scenarios

Experience in reporting at Daily/Weekly/Fortnightly to various stakeholders (Team and Senior Management)

Deep understanding of the technology stack and support the needs of various engineering teams

Strong delivery track record with experience collaborating in a globally distributed team

Very good understanding of ITIL framework, preferably certified

Excellent communication, leadership and customer service skills

Lenovo is a global leader in consumer, commercial, and enterprise technologies, with a revenue of $71 billion. We are driving intelligent transformation to harness the growth of the Internet of Things (IoT) and the adoption of AI and automation. Our diverse product lines include PCs, servers, workstations, tablets, and smartphones, serving customers in over 160 countries.

Lenovo is a global leader in consumer, commercial, and enterprise technologies, with a revenue of $71 billion. We are driving intelligent transformation to harness the growth of the Internet of Things (IoT) and the adoption of AI and automation. Our diverse product lines include PCs, servers, workstations, tablets, and smartphones, serving customers in over 160 countries.

What can I earn as a Service Delivery Manager