Service Delivery Manager, North America Service Management Office, DWS **General Information** Req # WD00079715 Career area: Services Country/Region: Mexico State: Distrito Federal City: Mexico D.F. Date: Tuesday, April 1, 2025 Working time: Full-time **Additional Locations** : * Mexico - Distrito Federal - Mexico D.F. **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$57 billion revenue global technology powerhouse, ranked #248 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 world’s 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. Lenovo’s 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 Lenovo’s 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** **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. **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 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. **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:** + 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). + Fluent in English. **Additional Locations** : * Mexico - Distrito Federal - Mexico D.F. * Mexico * Brazil - Distrito Federal * Mexico - Distrito Federal - Mexico D.F.