Service Delivery Manager- Digital Workplace Solutions

Lenovo; North Carolina; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Lenovo is seeking a Service Delivery Manager to lead service delivery governance for strategic North America accounts. You will act as the primary interface between customers and delivery teams, driving performance, risk management, and customer satisfaction across the lifecycle.

You will oversee governance, reporting, and continuous improvement initiatives, partnering with Sales, Operations, and Engineering to ensure contract commitments are met and services are delivered within scope and

Qualifications

• Bachelor's degree in Business, IT, Management, or related field, or equivalent experience.
• 5+ years in IT service delivery, managed services, service management, or customer success roles.
• Experience managing customer-facing service delivery engagements in Digital Workplace Services or related environments.

Responsibilities

• Serve as the service delivery lead for assigned customer accounts.
• Coordinate with cross-functional teams to meet service commitments and governance.
• Lead regular governance meetings, reviews, and executive business reviews.
• Drive incident response, risk escalation, and root cause analysis.
• Identify opportunities to improve service quality and operational efficiency.
• Support revenue, margin, and cost management objectives.

Skills

IT service delivery

Service management

Customer success

KPI reporting

Governance

Education

Bachelor's degree

Tools

Service management platforms

Reporting tools

Dashboard solutions

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).

To find out more visit www.lenovo.com and read about the latest news via our StoryHub.

The Service Delivery Manager (SDM) is a customer-facing role within the North America Digital Workplace Solutions (DWS) Service Management Office (SMO), reporting to the Senior Manager, Service Management Office. The SDM is responsible for the successful delivery, governance, and operational management of one or more strategic customer accounts, ensuring service commitments are consistently achieved while fostering strong customer relationships.

Acting as the primary interface between the customer, delivery teams, account leadership, and executive stakeholders, the SDM drives operational excellence, service quality, customer satisfaction, and continuous improvement across the customer lifecycle. The role is accountable for service performance, governance execution, risk management, financial stewardship, and ensuring alignment between customer expectations and delivery outcomes.

Key Responsibilities

Customer Relationship Management

• Serve as the primary service management contact for assigned customer accounts.
• Develop and maintain trusted relationships with customer stakeholders, including operational leaders, executives, and key business contacts.
• Lead regular customer governance meetings, service reviews, operational reviews, and executive business reviews.
• Ensure customer concerns, risks, and escalations are addressed proactively and resolved in a timely manner.
• Advocate for customer needs while balancing contractual commitments, operational requirements, and business objectives.
• Support customer satisfaction, retention, and growth initiatives by identifying opportunities to enhance service performance and customer outcomes.

Service Delivery Governance

• Own service management governance for assigned accounts, ensuring adherence to established SMO operating standards.
• Monitor and manage service performance against contractual commitments, SLAs, KPIs, and operational objectives.
• Facilitate regular operational reviews with delivery teams to assess performance, identify trends, and address areas requiring improvement.Drive accountability across cross-functional delivery teams to ensure service commitments are achieved.
• Ensure accurate and consistent service reporting, including performance metrics, risk assessments, action plans, and customer communications.
• Maintain visibility into program health, dependencies, issues, and operational risks.

Incident, Risk Escalation Management

• Serve as the service delivery lead for customer escalations and major service issues.
• Coordinate cross-functional response teams to address high-priority incidents and service disruptions.
• Drive root cause analysis activities and ensure corrective and preventative actions are implemented.
• Identify and mitigate delivery, operational, and customer experience risks before they impact service performance.
• Provide clear and timely communication to customer and internal stakeholders during critical situations.

Continuous Improvement Service Excellence

• Identify opportunities to improve service quality, operational efficiency, and customer experience.
• Lead service improvement initiatives aligned to customer priorities and operational objectives.
• Support the implementation of standardized processes, governance models, and best practices across the DWS organization.
• Leverage data and analytics to identify trends and recommend actionable improvements.
• Drive adoption of automation, AI-enabled capabilities, and process simplification opportunities where appropriate.

Financial Contractual Management

• Partner with account leadership and finance teams to support revenue, margin, and cost management objectives.
• Monitor contract performance and ensure services are delivered within agreed scope and commercial parameters.
• Identify and manage scope changes, risks, assumptions, and service dependencies that may impact financial performance.
• Support forecasting, budgeting, chargeback validation, and change order activities.
• Provide visibility into financial risks and opportunities affecting assigned accounts.

Program Project Coordination

• Collaborate with project managers, transition teams, and operational leaders to support customer initiatives and transformation programs.
• Ensure operational readiness for new services, projects, and program changes.
• Coordinate across delivery towers to ensure successful execution of customer priorities.
• Support organizational transformation initiatives and service modernization efforts.

Executive Cross-Functional Collaboration

• Work closely with Sales, Delivery, Operations, Engineering, PMO, Finance, Procurement, and Customer Success teams.
• Provide account health updates, risk summaries, and operational insights to leadership.
• Contribute to account planning, customer strategy discussions, and business reviews.
• Support account growth and renewal activities through strong operational performance and customer advocacy.

Basic Qualifications

• Bachelor's degree in Business, Information Technology, Management, or related field, or equivalent experience.
• 5+ years of experience in IT service delivery, managed services, service management, or customer success roles.
• Experience managing customer-facing service delivery engagements in Digital Workplace Services, End-User Computing, Infrastructure Services, or Managed Services environments.

Preferred Qualifications

• Demonstrated experience leading operational governance and customer review processes.
• Strong understanding of service-level management, KPI reporting, and contractual service obligations.
• Experience managing customer escalations and driving issue resolution in complex environments.
• ITIL Foundation certification or strong knowledge of ITIL service management principles.
• Proven success managing relationships with customer executives and senior business stakeholders.
• Experience using service management platforms, reporting tools, and dashboard solutions.
• Knowledge of automation, AI-enabled service management, and operational analytics.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.