Head of Digital Workplace Delivery & Services

Lenovo; Morrisville (NC); À distance; USD 140 000 - 190 000; Plein temps

Résumé du poste

Lenovo, a global technology leader, is seeking a Senior Manager for the NA Service Management Office to oversee Digital Workplace Solutions programs across North America. You will partner with executives to ensure performance against SLAs, governance, and customer outcomes, while driving operational excellence and financial discipline.

The role requires 10+ years in IT service delivery and 5+ years of people leadership, with ITIL expertise and a strong track record in large, customer-facing

Qualifications

• Bachelor's degree in Business, Information Technology, or related field.
• 10+ years of experience in IT service delivery, service management, or managed services environments.
• 5+ years in people leadership roles managing service management resources.
• ITIL certification or strong working knowledge of ITIL frameworks.
• Experience leading large-scale, customer-facing programs in Digital Workplace or End-User Computing services.

Responsabilités

• Lead the North America Service Management Office overseeing multiple, complex Digital Workplace Solutions customer programs.
• Serve as executive escalation point for service delivery, contractual, financial, and customer satisfaction issues.
• Ensure consistent service management standards, governance, and reporting across all customer accounts.
• Partner with account leadership to drive customer outcomes, renewals, and long-term relationship health.
• Own and enforce SMO frameworks within the geo including service delivery governance, KPI tracking, and performance reviews.
• Drive root cause analysis, corrective action plans, and continuous improvement initiatives across customer programs.

Connaissances

Analytical thinking

Executive communication

Strategic leadership

Client relations

Stakeholder management

Formation

Bachelor's degree in Business or IT

Description du poste

Lenovo, a global technology leader, is seeking a Senior Manager for the NA Service Management Office to oversee Digital Workplace Solutions programs across North America. You will partner with executives to ensure performance against SLAs, governance, and customer outcomes, while driving operational excellence and financial discipline.

The role requires 10+ years in IT service delivery and 5+ years of people leadership, with ITIL expertise and a strong track record in large, customer-facing