Senior Manager, Digital Workplace Delivery & Service Governance

Lenovo; North Carolina; On-site; USD 130,000 - 190,000; Full time

Job summary

Lenovo is seeking a Senior Manager to lead the North America Service Management Office for Digital Workplace Solutions. The role ensures high-quality service delivery governance across a diverse customer portfolio, driving operational excellence, financial discipline, customer satisfaction, and team engagement.

You will partner with sales, delivery, IT, HR, and finance to align on strategic programs, manage risks, and deliver on contractual commitments while improving service outcomes and

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.

Responsibilities

• Lead the NA Service Management Office overseeing multiple complex Digital Workplace Solutions customer programs.
• Act as executive escalation point for service delivery, contractual, financial, and customer satisfaction issues.
• Ensure consistent service management standards, governance, and reporting across 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 and KPI tracking.
• Ensure ITIL-aligned practices, SLAs, OLAs, and contractual commitments.
• Drive root cause analysis and continuous improvement across programs.
• Maintain visibility into delivery risks and address issues proactively.
• Partner with finance and delivery leadership to manage cost, margin, and productivity targets.
• Support pricing, forecasting, and change management tied to contracts and scope changes.
• Lead, coach, and develop team managers and coordinators within SMO.
• Foster accountability, transparency, and continuous improvement.
• Drive employee engagement, retention, and succession planning.
• Provide executive-level reporting and insights on customer health and risk areas.

Skills

People leadership

Executive communication

Analytical skills

Program management

Customer relationship management

Education

Bachelor's degree in Business, Information Technology, or related field

Tools

ITIL knowledge

ITIL certification

Job description

Lenovo is seeking a Senior Manager to lead the North America Service Management Office for Digital Workplace Solutions. The role ensures high-quality service delivery governance across a diverse customer portfolio, driving operational excellence, financial discipline, customer satisfaction, and team engagement.

You will partner with sales, delivery, IT, HR, and finance to align on strategic programs, manage risks, and deliver on contractual commitments while improving service outcomes and