Service Delivery Manager

Job Description

Service Delivery Manager
**General Information**
Req #
WD00088161
Career area:
Services
Country/Region:
Canada
State:
Ontario
City:
Markham
Date:
Thursday, September 11, 2025
Working time:
Full-time
**Additional Locations** :
* Canada - Ontario - Markham
**Why Work at Lenovo**
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the worldu2019s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovou2019s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovou2019s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via ourStoryHub (https://news.lenovo.com/) .
**Description and Requirements**
Key responsibilities include:
**Customer Relationship Management**
Build and maintain strong, trust-based relationships with the clientu2019s 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 contractu2019s 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:**
Bacheloru2019s 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.
**Additional Locations** :
* Canada - Ontario - Markham
* Canada
* Canada - Ontario
* Canada - Ontario - Markham