Service delivery manager, na dws delivery (digital workplace solutions)
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role overview
we are lenovo, a global technology leader committed to delivering smarter technology for all. With a focus on innovation, we serve millions worldwide across various markets. Our mission is to build a more inclusive, trustworthy, and smarter future through our extensive portfolio of products and solutions.
position summary
the service delivery manager (sdm) will oversee the end-to-end delivery of large-scale contracts within our north america service management office, focusing on digital workspace solutions (dws). This role involves managing client relationships, contract compliance, scope, financials, inventory, and service delivery excellence, leading cross-functional teams to meet or exceed service levels.
key responsibilities
1. customer relationship management: build trust-based relationships, act as escalation point, conduct service reviews.
2. contract management: ensure adherence to contractual terms, monitor obligations, manage amendments.
3. scope management: define and control service scope, handle changes, adapt to evolving needs.
4. financial management: drive margin improvements, manage budgets, forecasts, and billing accuracy.
5. inventory management: develop consumption plans, optimize inventory levels, coordinate logistics.
6. service delivery oversight: ensure service levels and kpis are met, coordinate teams, mitigate risks.
7. operational excellence: promote best practices, foster continuous improvement, leverage automation.
8. team leadership: lead and develop delivery teams, align with organizational and customer goals.
qualifications
* bachelor’s degree in business, it, or related field.
* 7+ years in service delivery or program management, preferably in managed services or it outsourcing.
* proven experience managing large multi-year contracts.
skills & certifications
* deep understanding of digital workspace solutions, logistics, uem services.
* strong contract, scope, and financial management skills.
* excellent stakeholder engagement and communication skills.
* proficiency with itsm tools like servicenow or microsoft dynamics.
* certifications such as itil foundation, pmp (preferred).
* fluent in english.
additional information
we are an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.
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