Services Account Manager

Lenovo; Gurugram District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Lenovo is seeking a dynamic Services Account Manager – IT Service Delivery to lead large-scale IT operations and deliver world-class end-user support across multiple locations. You will own service delivery governance, incident management, and customer engagement, ensuring compliance with SLAs and KPIs.

You will drive major incident leadership, governance, and continuous improvement programs, partnering with infrastructure, application, and business teams to deliver exceptional service,

Qualifications

• Experience in IT service delivery for enterprise clients.
• Strong knowledge of ITIL processes (Incident, Problem, Change, Service Request).
• Experience managing Service Desk and EUC environments.
• Capability to lead cross‑functional teams and drive service improvements.

Responsibilities

• Own end-to-end IT service delivery for enterprise customers across multiple locations.
• Act as primary contact for customer IT leadership and stakeholders.
• Ensure services meet SLAs, KPIs, and business expectations.
• Lead periodic service reviews with customer leadership.
• Champion automation and self‑service initiatives to reduce tickets.
• Lead geographically distributed teams and ensure business continuity.

Skills

Service Delivery

IT Operations

Program Management

Stakeholder Management

Leadership

Education

BE / B.Tech

Tools

SCCM

Endpoint Management

DLP Solutions

Endpoint Security Platforms

IT Automation Self-Service Tools

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.

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.