Lenovo

Job Summary:

We are seeking a highly motivated and experienced Service Delivery Manager (aka Response Centre Manager) to oversee and optimize the operations of our Response Centre. The Response Centre consists of Network Operations Center (NOC), Helpdesk, and IT Service Management (ITSM) functions. The ideal candidate will be responsible for ensuring the delivery of high-quality IT services, maintaining service level agreements (SLAs), and driving continuous improvement across all service delivery processes. This role requires a strategic thinker with strong leadership skills, technical expertise, and a customer-focused mindset.

Key Responsibilities:

Service Delivery Management:

• Oversee the day-to-day operations of the Response Centre (NOC, Helpdesk, and ITSM functions), ensuring seamless service delivery to internal and external stakeholders.
• Monitor and manage SLAs, KPIs, and operational metrics to ensure service quality and performance targets are met or exceeded.
• Develop and implement service improvement plans to enhance efficiency, reduce downtime, and improve customer satisfaction.

Team Leadership:

• Lead, mentor, and develop a team of NOC engineers, Helpdesk technicians, and ITSM specialists.
• Foster a collaborative and high-performance culture within the team, promoting accountability and professional growth.
• Conduct regular performance reviews, provide feedback, and identify training needs to ensure team members are equipped to meet business objectives.

IT Service Management:

• Oversee the implementation and continuous improvement of ITIL-based processes, including incident management, problem management, change management, and service request fulfillment.
• Ensure the ITSM toolset is effectively utilized to manage workflows, track incidents, and generate actionable insights for service improvement.
• Collaborate with other IT teams to align ITSM processes with organizational goals and industry best practices.

Stakeholder Management:

• Act as the primary point of contact for escalations related to NOC, Helpdesk, and ITSM services.
• Build and maintain strong relationships with internal and external stakeholders, ensuring their needs are understood and addressed.
• Provide regular service performance reports and updates to senior management and key stakeholders.

Strategic Planning:

• Contribute to the development of the IT service delivery strategy, aligning it with the organization’s overall business objectives.
• Identify opportunities for automation, process optimization, and cost reduction within the NOC, Helpdesk, and ITSM functions.
• Stay updated on industry trends and emerging technologies to drive innovation and maintain a competitive edge.

Incident and Problem Management:

• Ensure timely resolution of critical incidents and problems, minimizing impact on business operations.
• Lead Major Incident Management efforts, coordinating cross-functional teams to resolve high-priority incidents swiftly and effectively.
• Conduct root cause analysis (RCA) for major incidents and implement preventive measures to reduce recurrence.
• Maintain a focus on continuous improvement by analyzing incident trends and refining processes to enhance service reliability.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification is required; advanced ITIL certifications (e.g., ITIL Expert) are a plus.
• Experience: Minimum of 7-10 years of experience in IT service delivery, with a deep understanding of NOC, Helpdesk, and ITSM functions.
• Technical Skills: Strong understanding of network infrastructure, IT systems, and ITSM tools (e.g., ServiceNow, Jira, or similar) as well as monitoring tools (Solarwinds, Prometheus/Grafana). Knowledge of cloud services, cybersecurity, and automation tools is a plus.
• Leadership Skills: Proven ability to lead and inspire cross-functional teams in a fast-paced environment.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a focus on delivering practical and effective solutions.
• Customer Focus: A commitment to delivering exceptional customer service and driving customer satisfaction.