Services Account Manager

Lenovo; Gurgaon; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Lenovo is seeking a dynamic Services Account Manager – IT Service Delivery to lead large-scale IT operations across multiple locations. You will own service delivery governance, manage major incidents, and act as a trusted advisor to enterprise customers, driving automation and continuous improvement in alignment with ITIL best practices.

You will coordinate with business, infrastructure, and application teams to ensure SLA performance and high-quality end-user support, while building strong

Qualifications

• Strong experience in IT Service Delivery, IT Operations, Managed Services, or Program Management.
• Deep understanding of ITIL processes including Incident, Problem, Change, and Service Request Management.
• Experience managing Service Desk and End User Computing (EUC) environments.
• Knowledge of Windows Migration, SCCM/Endpoint Management, BitLocker, DLP, Endpoint Security, and IT Automation tools.

Responsibilities

• Own end-to-end IT service delivery for enterprise customers across locations.
• Act as the primary SPOC for customer IT leadership and stakeholders.
• Ensure services meet contractual SLAs and KPIs, with regular reviews.
• Lead governance meetings and present performance and improvements to senior management.
• Coordinate Major Incident Operations to restore services quickly.
• Drive automation and self-service initiatives to reduce tickets.
• Lead geographically distributed Service Desk, Desktop Support and Field Engineering teams.
• Prepare and present Monthly/Quarterly Business Reviews (MBR/QBR).

Skills

IT Service Delivery

IT Operations

ITIL

Service Desk

EU C / End User Computing

Endpoint Management

SLA / KPI Management

Education

BE/BTech

Tools

SCCM

IT Automation Tools

BitLocker

DLP Solutions

Endpoint Security Platforms

Job description

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.

About The Role

We are looking for a dynamic Services Account Manager – IT Service Delivery who can lead large-scale IT operations, drive service excellence, and act as a trusted advisor to enterprise customers. This role is ideal for someone who enjoys managing complex IT environments, leading high-performing teams, driving automation initiatives, and ensuring world-class end-user support across multiple locations.

You will own service delivery governance, major incident management, customer engagement, SLA performance, continuous improvement programs, and ITSM best practices while partnering closely with business, infrastructure, and application teams.

What You'll Be Doing

Service Delivery Leadership

• Own end-to-end IT service delivery for enterprise customers across multiple locations.
• Act as the primary point of contact (SPOC) for customer IT leadership and key stakeholders.
• Ensure consistent delivery of services aligned with contractual SLAs, KPIs, and business expectations.
• Lead weekly, monthly, and quarterly service reviews with customer leadership teams.

Customer Stakeholder Management

• Build strong relationships with customer IT teams, business leaders, plant IT managers, and commercial heads.
• Drive governance meetings and provide strategic recommendations to improve service quality and user experience.
• Present operational performance, service improvements, risks, and recommendations to senior management.

Major Incident Operations Management

• Lead and coordinate Major Incidents, ensuring rapid restoration of services and effective stakeholder communication.
• Ensure timely management of VIP and VVIP support requirements.
• Collaborate with Infrastructure, Network, Security, Application, and Business teams to resolve critical issues.

Service Improvement Automation

• Champion automation and self-service initiatives to reduce repetitive tickets and improve productivity.
• Identify opportunities for process optimization and operational efficiencies.
• Drive continuous improvement programs using ITIL and ITSM best practices.

Team Leadership

• Lead geographically distributed Service Desk, Desktop Support, and Field Engineering teams.
• Build a high-performance culture through coaching, training, mentoring, and succession planning.
• Ensure resource availability and business continuity during planned and unplanned situations.

Governance Reporting

• Prepare and present Monthly and Quarterly Business Reviews (MBR/QBR).
• Track service performance through SLA, AHT, FCR, availability, incident trends, and customer satisfaction metrics.
• Drive compliance, process adherence, and operational excellence across service functions.

What We're Looking For

Technical Domain Expertise

• Strong experience in IT Service Delivery, IT Operations, Managed Services, or Program Management.
• Deep understanding of ITIL processes including Incident, Problem, Change, and Service Request Management.
• Experience managing Service Desk and End User Computing (EUC) environments.
• Knowledge of:
• Windows Migration
• SCCM / Endpoint Management
• BitLocker
• DLP Solutions
• Endpoint Security Platforms
• IT Automation Self-Service Tools
• Asset Vendor Management
• SLA / AHT / FCR Management
• Good understanding of Network Infrastructure including Switches, Routers, Firewalls, and MPLS.

Leadership Skills

• Strong customer-facing and stakeholder management capabilities.
• Excellent communication, presentation, and governance skills.
• Ability to lead cross-functional teams during high-pressure situations.
• Proven track record of driving operational transformation and service improvements.

Education And Experience

• B.E / B.Tech
• 12+ years of relevant experience.
• This job require 6 days work week.

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.