Service Delivery Manager at Lenovo — NeverHard

Description and Requirements We are a managed services organization within a global computer manufacturing company, responsible for delivering large-scale services around end point devices spanning 36 to 48 months. Our services focus on Digital Workplace Solutions (DWS), including logistics, rollouts, Unified Endpoint Management (UEM) services, and other device-centric solutions. We take pride in our commitment to delivering exceptional value and seamless customer experiences. The Service Delivery Manager (SDM) will oversee the end-to-end delivery of large-scale contracts for our key clients. This role requires a strategic leader who excels in contract management, scope management, financial oversight, and stakeholder engagement to ensure the successful delivery of the agreed-upon services. The SDM will serve as the primary point of contact for the customer and internal stakeholders, ensuring alignment with contractual obligations and organizational objectives. Customer Relationship Management * Build and maintain strong, trust-based relationships with the clients key stakeholders. * Act as the primary escalation point for service-related issues, ensuring prompt and effective resolution. * Conduct regular service reviews with the client, sharing performance insights and driving continuous improvement. Contract Management * Serve as the primary owner of the client contract, ensuring adherence to all terms and conditions. * Monitor contractual obligations, deliverables, and milestones, ensuring timely execution. * Address contract amendments, extensions, and renewals in collaboration with the legal and sales teams. Scope Management * Manage the scope of services, ensuring clear understanding among internal teams and the client. * Handle scope changes through a structured change management process, aligning with client needs and internal capabilities. * Regularly review and refine the scope to adapt to evolving client requirements and operational realities. Financial Management * Drive continuous margin improvement programs, including an annual contract value growth. * Ensure the As-Delivered financials are tracking in line with, or better than the As-Sold financials. * Ensure on time and accurate billings, * Manage the contracts financial performance, including budgeting, forecasting, and cost control. * Track revenue recognition and profitability, ensuring alignment with organizational financial goals. * Collaborate with finance teams to provide accurate billing and resolve discrepancies promptly. Inventory Management * Develop and maintain inventory consumption plans in collaboration with the customer to minimize aged inventory and optimize usage. * Monitor inventory levels, ensuring alignment with project timelines and operational requirements. * Implement strategies to manage excess or obsolete inventory, including redeployment or disposal as necessary. * Coordinate with logistics teams to ensure timely and accurate inventory delivery and reporting. Service Delivery Oversight * Ensure the successful delivery of all contracted services, meeting or exceeding agreed service levels (SLAs) and key performance indicators (KPIs). * Coordinate cross-functional teams, including logistics, UEM, and rollout specialists, to deliver integrated solutions. * Proactively identify and mitigate risks to service delivery. Operational Excellence * Implement and promote best practices to drive efficiency and quality in service delivery. * Foster a culture of continuous improvement within the delivery team. * Leverage automation and innovative tools to enhance service efficiency and value. Team Leadership * Lead and / or manage a team of delivery specialists and coordinators, fostering a collaborative and results-driven culture. * Provide guidance, coaching, and professional development opportunities for team members. * Ensure team alignment with organizational goals and customer priorities. Basic Qualifications: * Bachelors degree in business administration, information technology, or a related field. * 7+ years of experience in service delivery or program management roles, preferably within managed services or IT outsourcing. * Fluent in English. * Proven track record of managing large-scale, multi-year contracts. Preferred Qualifications: * Strong understanding of Digital Workspace Solutions (DWS), including logistics, rollouts, and UEM services. * Exceptional contract and scope management skills. * Financial acumen with experience managing budgets and financial forecasts. * Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels. * Strong problem-solving and decision-making capabilities. * Proficiency in tools such as ServiceNow, Microsoft Dynamics, or other ITSM platforms. * ITIL Foundation or higher. * PMP or equivalent project management certification (preferred) The base salary range budgeted for this position is $101,000 - $115,000 Canadian dollars. Individuals may also be considered for bonus and/or commission. We follow a friendly hybrid model with three days a week in the officegreat for collaboration and connection! Additional Locations : * Canada - Ontario - Markham * Canada * Canada - Ontario * Canada - Ontario - Markham