Lenovo

Service Delivery Manager (North America Service Management Office)

We are a managed services organization within a global computer manufacturing company, responsible for delivering large-scale services around end point devices spanning 36 to 48 months. Our services focus on Digital Workspace Solutions (DWS), including logistics, rollouts, Unified Endpoint Management (UEM) services, and other device-centric solutions. We take pride in our commitment to delivering exceptional value and seamless customer experiences.

The Service Delivery Manager (SDM) will oversee the end-to-end delivery of large-scale contracts for our key clients. This role requires a strategic leader who excels in contract management, scope management, financial oversight, and stakeholder engagement to ensure the successful delivery of the agreed-upon services. The SDM will serve as the primary point of contact for the customer and internal stakeholders, ensuring alignment with contractual obligations and organizational objectives. Key responsibilities include:

Customer Relationship Management

• Build and maintain strong, trust-based relationships with the client’s key stakeholders.
• Act as the primary escalation point for service-related issues, ensuring prompt and effective resolution.
• Conduct regular service reviews with the client, sharing performance insights and driving continuous improvement.

Contract Management

• Serve as the primary owner of the client contract, ensuring adherence to all terms and conditions.
• Monitor contractual obligations, deliverables, and milestones, ensuring timely execution.
• Address contract amendments, extensions, and renewals in collaboration with the legal and sales teams.

Scope Management

• Manage the scope of services, ensuring clear understanding among internal teams and the client.
• Handle scope changes through a structured change management process, aligning with client needs and internal capabilities.
• Regularly review and refine the scope to adapt to evolving client requirements and operational realities.

Financial Management

• Drive continuous margin improvement programs, including an annual contract value growth.
• Ensure the As-Delivered financials are tracking in line with, or better than the As-Sold financials.
• Ensure on time and accurate billings,
• Manage the contract’s financial performance, including budgeting, forecasting, and cost control.
• Track revenue recognition and profitability, ensuring alignment with organizational financial goals.
• Collaborate with finance teams to provide accurate billing and resolve discrepancies promptly.

Inventory Management

• Develop and maintain inventory consumption plans in collaboration with the customer to minimize aged inventory and optimize usage.
• Monitor inventory levels, ensuring alignment with project timelines and operational requirements.
• Implement strategies to manage excess or obsolete inventory, including redeployment or disposal as necessary.
• Coordinate with logistics teams to ensure timely and accurate inventory delivery and reporting.

Service Delivery Oversight

• Ensure the successful delivery of all contracted services, meeting or exceeding agreed service levels (SLAs) and key performance indicators (KPIs).
• Coordinate cross-functional teams, including logistics, UEM, and rollout specialists, to deliver integrated solutions.
• Proactively identify and mitigate risks to service delivery.

Operational Excellence

• Implement and promote best practices to drive efficiency and quality in service delivery.
• Foster a culture of continuous improvement within the delivery team.
• Leverage automation and innovative tools to enhance service efficiency and value.

Team Leadership

• Lead and / or manage a team of delivery specialists and coordinators, fostering a collaborative and results-driven culture.
• Provide guidance, coaching, and professional development opportunities for team members.
• Ensure team alignment with organizational goals and customer priorities.

Qualifications:

• Bachelor’s degree in business administration, information technology, or a related field.
• 7+ years of experience in service delivery or program management roles, preferably within managed services or IT outsourcing.
• Proven track record of managing large-scale, multi-year contracts.

Skills & Certifications:

• Strong understanding of Digital Workspace Solutions (DWS), including logistics, rollouts, and UEM services.
• Exceptional contract and scope management skills.
• Financial acumen with experience managing budgets and financial forecasts.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Strong problem-solving and decision-making capabilities.
• Proficiency in tools such as ServiceNow, Microsoft Dynamics, or other ITSM platforms.
• ITIL Foundation or higher.
• PMP or equivalent project management certification (preferred).
• Fluent in English.