Service Delivery Manager
Core
Leads and manages the service delivery team for Lenovo Workplace Services, ensuring end-to-end IT support and high-quality service delivery for customer end users.
Role type
Senior Service Delivery Manager (IT Services)
Builds
Comprehensive IT support services for customer end users
Domain
IT Services / Workplace Services
Deliverable
client delivery
Required skills
ITIL/ITSM process ownership, team leadership and management, escalation management, performance monitoring, cost optimization, stakeholder communication, resource allocation, process improvement, incident resolution, staff recruitment and mentoring
Preferred skills
Experience with virtual teams, familiarity with ISO 9001/20000/COBIT/Lean Six Sigma, advanced fluency in English
Technologies
ITIL, ITSM, Microsoft Certified, PMP, Scrum
Responsibilities
Lead and manage the service delivery team; maintain client relationships and conduct business reviews; monitor service performance and compliance; resolve major incidents and manage escalations; drive continuous service improvement; manage staff including recruitment, coaching, and performance reviews; optimize costs while maintaining service quality
Seniority
Senior, hands-on IC with team leadership
