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About the Role
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. This role ensures complex service agreements are executed seamlessly, contractual SLAs are met, and continuous service improvement is driven systematically.
Responsibilities
- Own overall performance against contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Experience Level Agreements (XLAs).
- Establish, maintain, and lead structured governance cadences, including Weekly Operational Reviews, Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR).
- Lead the formal 'handover' process from transition/PMO to steady-state operations.
- Review Cost Models and Statements of Work (SOW) to ensure operational readiness and alignment with pricing assumptions.
- Enforce standard operating procedures (SOPs), RACI charts, and change management logs.
- Proactively identify, track, and mitigate operational risks and Single Points of Failure (SPOF).
- Serve as the central Single Point of Contact (SPOC) and advocate for enterprise clients, managing executive stakeholder communication and driving customer satisfaction (CSAT).
- Take full ownership of the escalation hierarchy for critical incidents.
- Coordinate rapid-response resolution efforts across internal engineering, third-party vendors, and field services.
- Lead Root Cause Analysis (RCA) investigations and author detailed Post-Incident Reviews (PIRs), translating findings into permanent service remediations.
- Oversee day-to-day lifecycle workflows (Incident, Request, Problem, Asset, and Change Management) using corporate ITSM platforms, specifically leveraging ServiceNow for unified visibility and SLA reporting.
- Oversee the operational lifecycle of Device-as-a-Service (DaaS) agreements, handling large-scale hardware deployments, custom software integrations, configuration tasks, and asset tracking.
- Partner with internal Innovation teams to drive the adoption of modern operational tooling, automation, and digital employee experience (DEX) platforms to reduce cycle times and optimize cost-to-serve.
- Monitor and control contract profitability and account P&L.
- Identify cost-containment opportunities through operational discipline and shared services optimization without compromising quality.
- Direct and mentor assigned operational support staff (e.g., SDCs).
- Manage resource forecasting, capacity tracking, and skills planning to ensure adequate delivery coverage across client accounts.
- Commit and follow local supplier compliance at contracting and payment time.
- Manage supplier governance in monthly base to communicate with suppliers identify issues or concerns.
- Direct and mentor assigned service scope for suppliers.
- Manage business forecasting and performance evaluation to ensure total delivery quality.
Requirements
- Bachelor’s degree in Information Technology, Business Administration, or a related commercial/technical field.
- Minimum of 5–7 years of experience in IT Service Delivery Management or a closely related Service Management Office (SMO) framework.
- Proven experience managing large-scale, multi-site hardware deployments, managed workplace services, or DaaS contracts.
- ITIL Foundation (v3 or v4) is strictly required.
- Project Management certifications (e.g., PMP, PRINCE2, or Agile/Scrum Master) are strongly preferred.
- Japanese / English Bilingual
Skills
- ITIL Framework Expertise
- ServiceNow (ITSM/SACM modules)
- Advanced data reporting/analytics
- Exceptional negotiation, conflict resolution, and communication skills
- Proven ability to present complex operational metrics clearly to client executives
- Commercial & Financial Acumen
- P&L tracking
- Parsing statements of work
- Analyzing commercial cost models
Location
- Japan
- Tokyo
- Chiyoda-Ku
Work Type
- Full-time
Experience Level
- 5-7 years
Education Level
- Bachelor's degree
About the Company
- 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.