Senior Service Delivery Manager

**General Information**:

- Req #- 100016387-
- Career area:

- Services-
- Country/Region:

- Brazil-
- State:

- São Paulo-
- City:

- Sao Paulo-
- Date:

- Monday, November 3, 2025-
- **Additional Locations**:

- Brazil- **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$69 billion revenue global technology powerhouse, ranked #196 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).-
- **Description and Requirements**:

- **Position Overview**:

- **The Senior Service Delivery Manager (Sr. SDM) is a customer-facing leadership role responsible for the overall performance, quality, and efficiency of service delivery operations. This position leads a team of delivery professionals, ensuring that services are delivered consistently, effectively, and in alignment with Lenovo’s standards for excellence.

**The Sr. SDM builds and maintains strong customer relationships, oversees operational performance, manages budgets, and drives continuous improvement initiatives that enhance both customer satisfaction and operational efficiency.
**-
- **Key Responsibilities**:

- **Client Relationship Management**:

- **
- Serve as the primary point of contact for customer engagement and satisfaction.

**- Build strong relationships through regular business reviews and proactive communication.

**- Manage escalations and ensure timely resolution of critical incidents.

**- Partner with clients to identify evolving needs and align services accordingly.

**-**:

- **Service Delivery Management**:

- **
- Oversee delivery of high-quality, consistent IT support services across Service Desk, Field Services, Asset Management, and other workplace areas.

**- Ensure that service management and support processes (incident, problem, change, request) align with ITIL/ITSM best practices.

**- Drive service review meetings with internal teams, customers, and third parties to evaluate performance, improvements, and compliance.

**- Ensure operational readiness and capacity planning to meet future demand.

**- Monitor SLAs, KPIs, and service performance, ensuring compliance and accountability.

**- Oversee major incident management and post-incident review processes.

**- Champion “shift-left” initiatives and process automation to improve speed and efficiency.

**-**:

- **Leadership and People Management**:

- **
- Lead, mentor, and develop a high-performing service delivery team.

**- Foster a positive team culture focused on collaboration, performance, and well-being.

**- Conduct regular performance reviews, coaching, and talent development activities.

**- Manage workforce planning, resource allocation, and forecasting to ensure operational continuity.

**- Encourage open communication, feedback, and proactive problem-solving within the team.

**-**:

- **Performance, Quality, and Continuous Improvement**:

- **
- Serve as an ambassador for IT service excellence across business units.

**- Collaborate with internal and external stakeholders to address service issues and drive improvements.

**- Provide regular management reporting on service performance and key operational metrics.

**- Identify and implement process optimization initiatives to enhance service quality and customer experience.

**- Ensure adherence to Lenovo standards and industry frameworks such as ITIL, ISO, and HDI.

**-**:

- **Financial Management**:

- **
- Manage operational budgets and cost control across delivery functions.

**- Identify opportunities to reduce costs while maintaining or improving service quality.

**- Track and report on financial performance, service profitability, and efficiency metrics.

**-**:

- **Key Competencies and Skills**:

- **
- 10+ years of leadership experience in Workplace or End User Services, including Service Desk, Field Services, or Managed Services.

**- Demonstrated experience managing large-scale, multi-site, or outsourced delivery environments.

**- Deep understanding of ITIL/ITSM frameworks and service management disciplines.

**- Proven ability to lead cross-functional and virtual teams in a complex, global environment.

**- Strong customer relationship management and executive communication skills.

**- Exceptional organizational, analytical, and decision-making abilities.

**- Experience