Associate IT Project Manager

Lenovo (Singapore) Pte Ltd; Singapore; Hybrid; SGD 120,000 - 150,000; Full time

Job summary

A leading technology company in Singapore is seeking a Service Delivery Manager for Process Excellence & Continual Service Improvement. The role involves overseeing end-to-end IT service delivery while driving process improvements across hybrid environments. Ideal candidates will have over 8 years in service delivery, strong ITIL knowledge, and a proven track record in managing complex infrastructures. This position offers a chance to influence service quality and drive improvement initiatives within a renowned organization.

Qualifications

• 8+ years in IT service delivery, service management, or operations roles.
• Proven experience managing services in hybrid infrastructure environments.
• Strong practical knowledge of ITIL practices and process improvement.

Responsibilities

• Own end-to-end delivery of IT services across hybrid environments.
• Lead incident, problem, change, and service request management.
• Conduct regular service reviews and performance reporting.

Skills

IT service delivery

Process improvement

ITIL practices

Incident management

Change management

Education

ITIL Foundation Certification

ISO/IEC 20000 Foundation

Tools

ITSM tools

AWS

Azure

Job description

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 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).

Description and Requirements

Job Description

Service Delivery Manager – Process Excellence & Continual Service Improvement

Role Overview

We are seeking an experienced Service Delivery Manager – Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards.

The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving.

Key Responsibilities

• Own end-to-end delivery of IT services across infrastructure and cloud environments.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request management in line with ITIL best practices.
• Act as the primary escalation point for service delivery issues and client concerns.
• Conduct regular service reviews, performance reporting, and stakeholder updates.
• Oversee resource and capacity management to meet current and forecasted demand.

Process Gap Identification & Optimization

• Identify process gaps, inefficiencies, and control weaknesses across IT service operations.
• Perform root cause analysis (RCA) on recurring incidents and service failures.
• Benchmark existing processes against ITIL, ISO 9001, and ISO/IEC 20000 standards.
• Recommend and prioritize process improvement initiatives based on impact and risk.

Process Mapping & Documentation

• Develop and maintain AS-IS and TO-BE process maps for IT service management processes.
• Define process workflows, RACI models, controls, KPIs, and handover points.
• Maintain SOPs, runbooks, work instructions, and governance documentation.
• Ensure documentation supports audit readiness and operational consistency.

Continual Service Improvement (CSI)

• Drive Continual Service Improvement (CSI) initiatives aligned with ITIL principles.
• Apply Six Sigma / Lean (DMAIC) methodologies to improve efficiency, quality, and reliability.
• Track improvement actions, benefits realization, and measurable outcomes.
• Embed a culture of continuous improvement across service delivery teams.

Automation & Service Enablement

• Identify opportunities to automate manual or repetitive service delivery processes.
• Work with ITSM tools, workflow platforms, and reporting solutions to enable automation.
• Support creation of dashboards and metrics for service performance and process health.
• Improve service efficiency through tooling optimization and data-driven insights.

Governance, Risk & Compliance

• Ensure service delivery and processes comply with ISO 9001 (Quality Management Systems) and ISO/IEC 20000 (IT Service Management).
• Support internal audits, external audits, and compliance assessments.
• Identify service risks and implement mitigation and control measures.
• Collaborate with security teams to ensure alignment with cybersecurity and regulatory requirements.
• Have knowledge of Government IM8 Security standard and policy practice.

Stakeholder & Client Management

• Act as the single point of contact for clients and internal stakeholders on service matters.
• Translate technical and operational issues into business-focused insights.
• Partner with leadership to align service delivery and improvement initiatives with business objectives.

Required Skills & Experience

• 8+ years in IT service delivery, service management, or operations roles.
• Proven experience managing services in hybrid infrastructure environments (cloud, on-prem, data center).
• Demonstrated experience in process improvement, CSI, and ITIL implementation.

ITSM, Quality & Improvement Knowledge

• Strong practical knowledge of ITIL practices: Incident, Problem, Change, Service Request, Continual Service Improvement.
• Working knowledge of Six Sigma / Lean methodologies (DMAIC).
• Experience aligning IT processes with ISO 9001 and ISO/IEC 20000 standards.

Technical & Tooling Knowledge

• Good understanding of cloud and infrastructure environments (AWS, Azure, VMware, Hyper‑V, etc.).
• Familiarity with ITSM tools, automation workflows, and monitoring/reporting dashboards.
• Ability to translate service and process requirements into tooling and automation use cases.

Certifications

Mandatory

• ITIL Foundation Certification

Preferred / Good to Have

• ITIL Intermediate / Managing Professional
• Six Sigma Yellow or Green Belt
• ISO 9001 Internal Auditor / Practitioner
• ISO/IEC 20000 Foundation or Practitioner

Key Competencies

• Service Delivery Excellence
• Process Analysis & Optimization
• Continual Service Improvement (CSI)
• Quality, Governance & Compliance
• Automation & Operational Efficiency
• Stakeholder & Client Management

Job posting is live and open for applications.