Services Delivery Manager, ISG
Canada
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Are you passionate about building trusted customer relationships, solving complex business challenges, and driving exceptional service outcomes for some of the world's most innovative organizations?
Lenovo is seeking a highly motivated Service Delivery Manager (SDM) to join our North America ISG Services team. In this high-impact role, you will serve as the trusted advisor and primary service advocate for a portfolio of Lenovo's largest and most strategic enterprise customers.
As the face of Lenovo Services, you will work closely with customer executives, technical teams, support organizations and business leaders to ensure exceptional customer experiences, maximize system availability and deliver measurable business value. You will have the opportunity to influence customer strategy, lead executive-level engagements and drive continuous service improvement across complex enterprise environments.
This is an ideal opportunity for a customer-focused leader who thrives in a fast-paced environment, enjoys solving challenging problems and wants to make a direct impact on customer success.
What You'll Do Become a Strategic Customer Advisor- Serve as the primary point of contact and trusted service advisor for assigned strategic accounts.
- Build strong relationships with customer executives, IT leaders and operational stakeholders.
- Act as the customer's advocate within Lenovo, ensuring issues are addressed with urgency and accountability.
- Lead service delivery activities across Lenovo support organizations and partner ecosystems.
- Monitor and manage service performance, ensuring contractual commitments and service level agreements (SLAs) are consistently achieved.
- Proactively identify risks, trends and opportunities for service improvement before they impact the customer.
- Analyze operational and support data to identify patterns, improve reliability and strengthen customer outcomes.
- Develop customer success plans that align Lenovo services with business objectives and technology strategies.
- Present actionable recommendations that help customers improve availability, reduce risk and optimize their environments.
- Deliver monthly and quarterly business reviews to customer leadership teams.
- Communicate service performance, strategic recommendations, incident trends and ongoing improvement initiatives.
- Present confidently to executive audiences and influence decision-making through data-driven insights.
- Own customer escalations from engagement through…
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