Service Delivery Manager

Description and Requirements Position Overview The Service Delivery Manager (SDM) is a customer-facing leader responsible for ensuring the consistent, high-quality delivery of Lenovo Workplace Services. Acting as the first line of management for service team leaders and coordinators, the SDM ensures that operations run efficiently, service levels are met, and customer satisfaction remains high. This role bridges customer expectations, operational delivery, and continuous improvement, driving service excellence in a cost-effective and scalable manner. Key Responsibilities Client Relationship Management Support the Senior Service Delivery Manager in maintaining and growing strong customer relationships. Lead customer communication through regular meetings, daily/weekly/monthly reviews, and proactive engagement. Manage escalations effectively and ensure rapid resolution of service-impacting issues. Partner with clients to understand business goals and ensure service alignment with their needs. Service Management Oversee the delivery of all end-user workplace services, ensuring high availability, performance, and compliance. Own and manage ITIL/ITSM processes, ensuring accuracy in reporting, process adherence, and ongoing improvement. Take full ownership of the escalation process, including managing major incidents, coordinating resolution efforts, and conducting post-incident reviews. Ensure service delivery methodologies and standard operating procedures are well-defined, documented, and followed. Monitor service performance metrics, drive root cause analysis, and implement improvement actions. Participate in and lead internal, customer, and third-party service review meetings focused on performance, quality, and optimization. Identify opportunities to reduce operational costs while maintaining or improving service quality. Leadership and Team Management Lead, motivate, and support service team leaders and coordinators to ensure consistent, high-quality service delivery. Build a positive team culture that promotes collaboration, accountability, and professional growth. Conduct regular performance reviews, mentoring, and coaching to develop talent within the team. Manage workforce planning, forecasting, and scheduling to ensure adequate service coverage. Promote clear communication, proactive problem-solving, and operational discipline across the team. Performance, Quality, and Improvement Serve as an ambassador for IT service excellence, ensuring strong communication and alignment across business units. Develop and execute Service Improvement Plans (SIPs) and ensure timely follow-through on all agreed actions. Ensure accurate, transparent reporting on service metrics, SLAs, and overall performance. Drive continuous improvement initiatives that enhance service reliability, efficiency, and customer satisfaction. Key Competencies and Skills 5–8 years of experience leading workplace or end-user services such as Service Desk, Field Services, or Asset Management. Proven experience managing both internal and third-party service delivery teams. Strong understanding of ITIL/ITSM disciplines and operational best practices. Demonstrated leadership and team management skills in a high-performance environment. Excellent communication, customer engagement, and problem-solving skills. Ability to work effectively under pressure and manage competing priorities. Strong analytical and organizational abilities with a focus on results and continuous improvement. Familiarity with industry standards such as ISO 9001, ISO 20000, HDI, Scrum, COBIT, and Lean Six Sigma. Advanced English fluency required. Qualifications Bachelor’s degree in Information Technology, Engineering, or a Business-related discipline. ITIL Foundations Certification required. Preferred certifications: Microsoft Certified, PMP, or Scrum Master. Additional Locations : * Brazil * Brazil