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$83 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). 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 . Description and Requirements Business Area Description: The Lenovo Workplace Services serves as a Single Point of Contact (SPOC) for End User Managed Services and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Workplace Services performs end to end support, both locally and remotely on behalf of our customers. Key Objectives of Position: The Service Delivery Manager is a customer facing role that leads and manages the service delivery team and is responsible for the overall delivery performance. He/she ensures that service delivery and service support processes are on track for the consistent delivery of a high level of service in an effective and cost-efficient manner. Line of report to the Senior Service Delivery Manager helping to maintain and grow positive relationships with customers. Acting as a first line of management for team leaders and coordinators, managing conflict and ensuring the team's processes and tasks are carried out efficiently. Identifying customer needs and overseeing service delivery within the business context. Overseeing key functions to enable delivery of high-quality service. Monitoring Service Performance and compliance Determining ways to reduce costs without sacrificing customer satisfaction. Assessing customer feedback and using creativity to establish, improve, and refine services. Continuously improving processes and best practices Day-To-Day Tasks: Service Delivery Managers are responsible for maintaining client relationships, coordinating service delivery team, monitoring performance, and continuously improving processes. Managing Client relationship Regular meeting cadence Daily / Weekly/Monthly Business Reviews Escalation Management Service Management Maintain high performing service support functions. Owns ITIL/ITSM processes, ensuring high levels of performance, accurate reporting and establishing continuous service improvement activities when required. As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review. Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems Drive internal, external and third-party service review meetings covering performance, service improvements, quality and processes Resolve and address technical issues to ensure quality and achieve maximum customer satisfaction Develop and implement improvements to the operations process Leadership Inspiring and motivating team members, building a positive team culture and supporting mental health and well-being Active listening and clear verbal/written communication, conflict resolution and feedback techniques, coordinators management and cross-functional collaboration Conducting performance reviews and coaching Handling absenteeism and turnover, resource allocation and forecasting Performance & Quality Be an ambassador for IT, working across businesses to provide effective communication on IT matters and building relationships with other teams to ensure effective dialogue between departments Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services Ensure regular and accurate management reporting on IT Service performance Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment Key Competencies Needed: 5-8 years of leadership experience in Workplace Services such as Service Desk, Field Services, Asset Management, Workplace Modernisation and Industry methodologies including ITIL/ITSM Previous experience as a Team Lead or demonstrable experience in leading virtual teams Experience in managing direct or 3rd party delivered services Service Management or Support in a large-scale and diverse environment of incidents/requests management, escalation procedures and related disciplines Expert knowledge of ITIL/ITSM disciplines Excellent leadership and people management skills Excellent written and verbal communication skills Willingness to support and mentor junior staff Excellent customer facing/customer service skills Able to work under pressure and meet deadlines Able to demonstrate a high degree of flexibility including shift and out of hours working Excellent organisational skills Able to manage sensitive and sometimes confidential information Self-motivation and able to take responsibility to Lead Able to manage and prioritise and tasks and time efficiently Able to demonstrate initiative and a proactive approach to daily tasks Familiarity with Industry Standards such as ITIL, ISO 9001, ISO 20.000, HDI, Scrum, COBIT, Lean Six Sigma) Advanced fluency in English. Key Performance Indicators / Metrics: All Workplace Metrics Customer Satisfaction, Customer Retention Candidate Pre-Requisites Previous Experience: 5-8 years previous experience in either an internal or outsourced workplace services as Delivery Team Leader Qualifications: Diploma or Degree in an IT or Business-related discipline. Technical industry certifications (Microsoft Certified, PMP, Scrum) ITIL Foundations Additional Locations : Brazil - São Paulo - São Paulo Brazil - São Paulo - Sao Paulo Brazil Brazil - São Paulo Brazil - São Paulo - São Paulo , Brazil - São Paulo - Sao Paulo Go back Apply If you require an accommodation to complete this application, please contact ability@lenovo.com
