Business Area Description
The Lenovo Workplace Services serves as a Single Point of Contact (SPOC) for End User Managed Services and delivers comprehensive IT support to customers’ end users. Integrated with our customers’ IT functions and processes, Lenovo Workplace Services performs end‑to‑end support, both locally and remotely on behalf of our customers.
Key Objectives Of Position
The Senior Service 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
Senior Service Delivery Managers are responsible for maintaining client relationships, coordinating the service delivery team, 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.
* In the escalation process, the Senior Service Delivery Manager will manage the Service Delivery Manager who is taking 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.
* Define scope, approve, manage, control and ensure that deliverables are accepted by the customer.
* Resolve and address technical issues to ensure quality and achieve maximum customer satisfaction.
* Develop and implement improvements to the operations process.
Leadership
* Inspire and motivate team members, build a positive team culture and support mental health and well‑being.
* Active listening and clear verbal/written communication, conflict resolution and feedback techniques, coordinators management and cross‑functional collaboration.
* Conduct performance reviews and coaching.
* Handle absenteeism and turnover, resource allocation and forecasting.
Performance Quality
* Be an ambassador for IT, working across businesses to provide effective communication on IT matters and building relationships with other teams to ensure effective dialogue between departments.
* 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
* Manage finances and budgets.
* Determine ways to reduce costs without sacrificing customer satisfaction.
Key Competencies Needed
* Minimum of 10 years of leadership experience in Workplace Services such as Service Desk, Field Services, Asset Management, Workplace Modernisation and industry methodologies including ITIL/ITSM.
* Previous experience as a Team Lead or demonstrable experience in leading virtual teams.
* Experience in managing direct or 3rd 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 coordination 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 industry standards such as ITIL, ISO 9001, ISO 20000, HDI, Scrum, COBIT, Lean Six Sigma.
* Advanced fluency in English.
Key Performance Indicators / Metrics
* All Workplace Desk Metrics.
* Customer Satisfaction, Customer Retention.
Candidate Pre‑Requisites
Previous Experience
* Minimum of 10 years previous experience in either an internal or outsourced workplace services as Delivery Team Manager.
Qualifications
* Diploma or Degree in an IT or Business‑related discipline. Master’s degree is desirable.
* ITIL Specialist Certifications desirable.
* Desirable: Scrum, PMP, Prince(2).
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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