Service Delivery Manager

Lenovo; México; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Lenovo is seeking a Service Delivery Manager to join the ISG LA Service Team in Mexico, acting as the primary accountability for project execution, service quality, and customer satisfaction. You will coordinate with technical delivery teams, sales, logistics and leadership to ensure projects are delivered on time, within scope, and within budget while meeting contractual commitments.

You will leverage Lenovo resources and external vendors to resolve issues, deliver proactive governance, and

Qualifications

• Bachelor's degree in computer science, business, engineering or equivalent.
• 5+ years relevant experience (customer-facing, large accounts, industry related).
• Build key relationships and effective networks.
• Ability to influence cross functionally and in a matrix environment.
• Strong communication skills (written, verbal and listening).
• Results driven with the ability to set, meet, and exceed targets.
• Able to work cross functionally in an international environment; proficient with Excel & Power BI is preferred.

Responsibilities

• Functions as the single point-of-contact for service activities and educates the customer on Lenovo service delivery tools.
• Communicates relevant service updates and recommendations to internal and external customers.
• Uses data to provide customer environment insight and builds an account plan and strategy.
• Identifies and resolves potential issues to achieve high system availability.
• Provides monthly and quarterly reports on account status and progress of upgrades.
• Leads meetings with executive level audiences and articulates a forward-thinking account plan.
• Ensures accuracy of service maintenance contracts billing and SLA compliance.
• Own end-to-end delivery of billable customer projects and service engagements.
• Monitor project health, milestones, risks, issues and dependencies throughout the lifecycle.
• Drive proactive issue resolution and escalation management to minimize customer impact.
• Establish governance models and lead regular service review meetings with customers.
• Ability to work cross functionally in an international environment.

Skills

Stakeholder management

Project governance

Data analysis

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in computer science, business, engineering or equivalent

Tools

Power BI

SAP

Excel

PowerPoint

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 .

Description and Requirements

As a Service Delivery Manager, you are a key member of the ISG LA Service Team who supports our largest and most strategically important customers in Mexico.You will leverage various Lenovo resources and external vendors to ensure case resolution and customer satisfaction. You will be a trusted service advisor to certain key accounts, providing updates on open cases and service issues, and intervening on behalf of the customer where necessary to ensure smooth and timely support.

This role serves as the primary point of accountability for project execution, service quality, customer satisfaction, financial performance, and resource management. The Service Delivery Manager works closely with customers, technical delivery teams, sales, logistics and leadership to ensure projects are delivered on time, within scope, and within budget while achieving business objectives and contractual commitments.

Role Responsibilities will include but not be limited to the following:

• Functions as the single point-of-contact for service activities, educates the customer on Lenovo service delivery tools.
• Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance.
• Leverages data analysis to provide customer environment insight and uses data to build a compelling account plan and strategy
• Works with the customer to proactively identify and resolve potential issues to achieve high system availability
• Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident resolution and progress of upgrades and enhancements
• Leads meetings with an executive level audience and articulates a forward-thinking account plan
• Assist in ensuring accuracy of service maintenance contracts billing.
• Ensures that service level agreements (SLAs) are consistently met by the Tech Support and logistics teams and promptly deals with any issues that may arise.
• Handles the most complex customer issues and brings them to a resolution.
• Own end-to-end delivery of billable customer projects and service engagements.
• Ensure delivery commitments are met in accordance with contractual obligations, project plans, and service level agreements (SLAs).
• Monitor project health, milestones, risks, issues, and dependencies throughout the engagement lifecycle.
• Drive proactive issue resolution and escalation management to minimize customer impact.
• Establish governance models and lead regular service review meetings with customers.
• Ability to work cross functionally in an international environment

Requirements

• Bachelor's degree in computer science, business, engineering or equivalent.
• 5+ years relevant experience (customer-facing, large accounts, industry related)
• Build key relationships and effective networks
• Ability to influence cross functionally and in a matrix environment
• Strong communication skills (written, verbal and listening)
• Results driven with the ability to set, meet, and exceed targets.
• Ability to maintain composure during difficult and high-pressure situations.Ability to work cross functionally in an international environment
• Outstanding analytical capabilities and familiarity with excel & PPT, SAP, Power BI experience is preferred.

We believe in treating each other with respect and dignity. We judge all applicants and employees by their qualifications, demonstrated skills and achievements without regard to race, color, religion, gender, gender identity or expression, national origin, ethnicity, sexual orientation, sex, age, disability, veteran status, marital status or any other characteristic protected by local law. When necessary, Lenovo will provide reasonable accommodations for employees with disabilities or those with special religious requirements. All employees help to create a positive work environment by adhering to these standards.

If you require an accommodation to complete this application, please contact [e-mail]