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description and requirements
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.
* 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.
* 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).
additional locations : mexico - distrito federal - mexico d.f.
if you require an accommodation to complete this application, please contactability@lenovo.com
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