Strategic Service Delivery Lead

Lenovo

Morrisville (NC)

Remote

USD 100,000 - 160,000

Full time

7 days ago

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Job summary

Lenovo is seeking a Service Delivery Manager for North America Digital Workplace Solutions. You will own governance and operational management for strategic customer accounts, driving service performance, risk management, and customer satisfaction.

You will coordinate cross-functional teams and lead governance, reviews, and executive engagements to ensure outcomes align with contractual commitments. You will interface with Sales, Delivery, Finance, and PMO, leveraging ITIL practices and

Qualifications

Bachelor's degree in Business, IT, Management, or related field.
5+ years of experience in IT service delivery, managed services, or customer success.
Experience managing customer-facing service delivery engagements in Digital Workplace Services, End-User Computing, Infrastructure Services, or Managed Services.
ITIL Foundation certification or strong knowledge of ITIL service management principles.

Responsibilities

Serve as the primary service management contact for assigned customer accounts.
Lead regular customer governance meetings, service reviews, and executive business reviews.
Coordinate cross-functional delivery teams to ensure service commitments are achieved.
Monitor service performance against SLAs, KPIs, and contractual commitments.
Provide clear communications during critical incidents and escalations.