Service Delivery Manager

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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.

Position Overview

The Service Delivery Manager (SDM) within the Lenovo Service Management Office (SMO) is a critical, customer-facing leadership role responsible for the end-to-end governance, operational excellence, and financial oversight of Lenovo's lifecycle and managed services. Acting as the primary bridge between client stakeholders, hardware sales, and technical delivery towers, the SMO SDM ensures that complex service agreements are executed seamlessly, contractual Service Level Agreements (SLAs) are met, and continuous service improvement (CSI) is driven systematically. This role is responsible for overseeing operational personnel—including Service Delivery Coordinators (SDCs) and team leads—to maintain high standards of customer experience and scalability.

Key Responsibilities

• Service Governance Contract Management
• SLA KPI Accountability: Own overall performance against contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Experience Level Agreements (XLAs).
• Operational Gov...

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