Enterprise Architect

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$83 billion revenue global technology powerhouse, ranked #153 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 our StoryHub.

Description and Requirements

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 Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Workplace Services performs end to end support, both locally and remotely on behalf of our customers.

Position Summary

The Senior Service Delivery Manager is a customer-facing leadership role responsible for overseeing service delivery operations, ensuring high-quality service, customer satisfaction, and operational excellence. This individual leads service delivery teams, manages client relationships, drives continuous improvement, and ensures services are delivered efficiently, on budget, and in alignment with business objectives.

Key Responsibilities

• Build and maintain strong customer relationships through regular meetings, business reviews, and escalation management.
• Lead and develop the service delivery team, providing coaching, performance management, and resource planning.
• Oversee service delivery operations, ensuring SLAs, KPIs, and compliance standards are consistently met.
• Manage major incidents, escalations, change management, and service improvement initiatives.
• Partner with internal teams, third-party vendors, and stakeholders to deliver high-quality services and resolve issues.
• Monitor service performance, identify opportunities for process improvements, and implement best practices.
• Manage budgets, control costs, and support financial planning while maintaining customer satisfaction.
• Produce service performance reports and capacity plans to support business growth.

Qualifications and Experience    

• 10+ years of leadership experience in Workplace Services (Service Desk, Field Services, Asset Management, Workplace Modernization, etc.).
• Experience managing direct and/or outsourced service delivery teams in large-scale environments.
• Strong knowledge of ITIL/ITSM frameworks, incident management, and service delivery best practices.
• Proven experience leading teams, mentoring employees, and managing performance.
• Excellent customer-facing, communication, stakeholder management, and conflict resolution skills.
• Experience managing budgets, vendor relationships, and continuous improvement initiatives.
• Bachelor's degree in IT, Business, or a related field (Master's preferred).
• ITIL certification preferred; Scrum, PMP, or PRINCE2 certifications are a plus.