Senior Manager, Digital Workplace Service Delivery

Lenovo; Morrisville (NC); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Lenovo in Morrisville, NC seeks a Senior Manager, NA Service Management Office to oversee Digital Workplace Solutions delivery across North America. You will lead a matrixed team, drive governance, SLA adherence, cost management, and engage executives to ensure outcomes align with contractual, financial, and experience expectations.

You will partner with Sales and Delivery teams to optimize performance, manage risks, and promote continuous improvement and innovation in service management

Qualifications

• Bachelor's degree in Business, IT, or related field.
• 10+ years of IT service delivery, service management, or managed services experience.
• 5+ years in people leadership roles managing service management resources.
• ITIL certification or strong familiarity with ITIL frameworks.

Responsibilities

• Lead the North America Service Management Office overseeing multiple 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 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, cadence, KPI tracking, and performance reviews.
• Drive root cause analyses, corrective actions, and continuous improvement initiatives.
• Promote AI-enabled and automation-driven service management capabilities aligned to priorities.
• Manage cost, margin, and productivity targets across customer programs.
• Lead, coach, and develop team managers and coordinators within the SMO.

Skills

Service management

Executive leadership

ITIL knowledge

Customer relationships

Cross-functional collaboration

Data-driven decisions

Education

Bachelor's degree in Business/IT or related field

Job description

Lenovo in Morrisville, NC seeks a Senior Manager, NA Service Management Office to oversee Digital Workplace Solutions delivery across North America. You will lead a matrixed team, drive governance, SLA adherence, cost management, and engage executives to ensure outcomes align with contractual, financial, and experience expectations.

You will partner with Sales and Delivery teams to optimize performance, manage risks, and promote continuous improvement and innovation in service management