* Escalation Management
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Business Area Description
The Lenovo Service Desk serves as a Single Point of Contact (SPOC) and delivers comprehensive IT support to customers’ end users. Integrated with our customer’s IT functions and processes, Lenovo Service Desk performs end‑to‑end Incident and Request management on behalf of our customers.
Key Objectives Of Position
The Service Desk Delivery Manager is a customer‑facing role that leads and manages the service delivery team and is responsible for the overall delivery performance. He/she ensures that service delivery and service support processes are on track for the consistent delivery of a high level of service in an effective and cost‑efficient manner.
* Maintain and grow positive relationships with customers.
* Identify customer needs and oversee service delivery within the business context.
* Oversee key functions to enable delivery of high‑quality service.
* Lead the service delivery team, manage conflict, and ensure the team’s processes and tasks are carried out efficiently.
* Monitor Service Performance and compliance.
* Manage finances and budgets.
* Determine ways to reduce costs without sacrificing customer satisfaction.
* Assess customer feedback and use creativity to establish, improve, and refine services.
* Build partnerships and liaise with all stakeholders to determine the company’s services, delivery criteria, and solutions for issues that may arise.
* Continuously improve processes and best practices.
Day‑To‑Day Tasks
Service Delivery Managers are responsible for maintaining client relationships, coordinating service delivery, monitoring performance, and continuously improving processes.
Managing Client Relationship
* Regular meeting cadence
* Monthly/Quarterly Business Reviews
* Escalation Management
* Change Management
Service Management
* Maintain high‑performing service support functions.
* Own ITIL/ITSM processes, ensuring high levels of performance, accurate reporting and establishing continuous service improvement activities when required.
* As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post‑incident review.
* Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
* Champion Service and Support in projects and develop a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed.
* Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
* Drive internal, external and third‑party service review meetings covering performance, service improvements, quality and processes.
Performance Quality
* Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
* Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
* Work with internal and third‑party teams to ensure actions are taken and completed to protect and improve services.
* Ensure regular and accurate management reporting on IT Service performance.
* Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
Budgeting
* Managing finances and budgets.
* Determining ways to reduce costs without sacrificing customer satisfaction.
Key Competencies Needed
* 5-8 years of leadership experience in the Service Desk Industry including ITIL/ITSM methodology.
* Previous experience as a Team Lead or demonstrable experience in leading virtual teams.
* Experience in managing direct or third‑party delivered services.
* Service Management or Support in a large‑scale and diverse environment of incidents/requests management, escalation procedures and related disciplines.
* Expert knowledge of ITIL/ITSM disciplines.
* Excellent leadership and people management skills.
* Excellent written and verbal communication skills.
* Willingness to support and mentor junior staff.
* Excellent customer facing/customer service skills.
* Able to work under pressure and meet deadlines.
* Able to demonstrate a high degree of flexibility including shift and out of hours working.
* Excellent organisational skills.
* Able to manage sensitive and sometimes confidential information.
* Self‑motivation and able to take responsibility to lead.
* Able to manage and prioritise tasks and time efficiently.
* Able to demonstrate initiative and a proactive approach to daily tasks.
* Familiarity with ISO 9001/27001 certifications.
* Professional fluency in English and Spanish (preferred).
Key Performance Indicators / Metrics
* All Service Desk Metrics.
* Customer Satisfaction, Customer Retention.
Previous Experience
* 5-8 years previous experience in either an internal or outsourced service desk Delivery Team /Leader.
Qualifications
* Diploma or Degree in an IT or Business‑related discipline.
* ITIL Certifications.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
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