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Lenovo Services Solution Group | ISG Services Delivery Manager: Canada
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.
Drive Service Excellence
- 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.
Leverage Data to Create Value
- 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.
Lead Executive Engagements
- 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.
Resolve Critical Issues
- Own customer escalations from engagement through resolution.
- Coordinate cross-functional teams to address complex technical and operational challenges.
- Maintain composure and drive results during high-pressure situations.
Ensure Operational Excellence
- Support service contract governance and billing accuracy.
- Collaborate across Lenovo teams to continuously improve customer experience and operational efficiency.
Required Qualifications
What We're Looking For
- Bachelor's degree in Computer Science, Engineering, Business, Information Technology, or a related field (or equivalent experience).
- 8+ years of experience in customer-facing service delivery, technical account management, customer success, or related enterprise technology roles.
- Experience managing strategic enterprise accounts and executive customer relationships.
Preferred Qualifications
- Experience supporting data center, infrastructure, cloud, storage, networking, or enterprise IT environments.
- ITIL, PMP, Customer Success, or related industry certifications.
- Experience delivering Executive Business Reviews (EBRs) and strategic account planning.
- Strong understanding of enterprise support operations and service management best practices.
- Strong analytical skills with the ability to translate data into meaningful business recommendations.
- Outstanding verbal, written, and presentation skills.
- Proven ability to influence stakeholders across complex, matrixed organizations.
- Demonstrated success leading cross-functional teams and driving customer outcomes.
- Ability to remain calm, decisive, and customer-focused during critical situations.
Why Lenovo?
At Lenovo, you'll work with industry-leading technology, collaborate with talented professionals around the globe, and partner with some of the world's most recognized organizations. You'll have the opportunity to influence customer success at the highest levels while accelerating your own professional growth in a culture built on innovation, accountability, and collaboration.
If you are a strategic thinker, trusted relationship builder, and customer advocate who excels at turning complex challenges into successful outcomes, we'd love to hear from you.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.