Service Delivery Manager

**General Information**:

- Req #
- WD00078727
- Career area:

- Information Technology
- Country/Region:

- Singapore
- State:

- Central Singapore
- City:

- SINGAPORE
- Date:

- Monday, February 17, 2025
- Working time:

- Full-time

**Additional Locations**:

- Singapore - Central Singapore - Singapore
- Singapore - Central Singapore - SINGAPORE

**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$57 billion revenue global technology powerhouse, ranked #248 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**:
**Job Summary**:
**Key Responsibilities**:
**Service Delivery Management**:

- Oversee the day-to-day operations of the Response Centre (NOC, Helpdesk, and ITSM functions), ensuring seamless service delivery to internal and external stakeholders.
- Monitor and manage SLAs, KPIs, and operational metrics to ensure service quality and performance targets are met or exceeded.
- Develop and implement service improvement plans to enhance efficiency, reduce downtime, and improve customer satisfaction.

**Team Leadership**:

- Lead, mentor, and develop a team of NOC engineers, Helpdesk technicians, and ITSM specialists.
- Foster a collaborative and high-performance culture within the team, promoting accountability and professional growth.
- Conduct regular performance reviews, provide feedback, and identify training needs to ensure team members are equipped to meet business objectives.

**IT Service Management**:

- Oversee the implementation and continuous improvement of ITIL-based processes, including incident management, problem management, change management, and service request fulfillment.
- Ensure the ITSM toolset is effectively utilized to manage workflows, track incidents, and generate actionable insights for service improvement.
- Collaborate with other IT teams to align ITSM processes with organizational goals and industry best practices.

**Stakeholder Management**:

- Act as the primary point of contact for escalations related to NOC, Helpdesk, and ITSM services.
- Build and maintain strong relationships with internal and external stakeholders, ensuring their needs are understood and addressed.
- Provide regular service performance reports and updates to senior management and key stakeholders.

**Strategic Planning**:

- Contribute to the development of the IT service delivery strategy, aligning it with the organization’s overall business objectives.
- Identify opportunities for automation, process optimization, and cost reduction within the NOC, Helpdesk, and ITSM functions.
- Stay updated on industry trends and emerging technologies to drive innovation and maintain a competitive edge.

**Incident and Problem Management**:

- Ensure timely resolution of critical incidents and problems, minimizing impact on business operations.
- Lead Major Incident Management efforts, coordinating cross-functional teams to resolve high-priority incidents swiftly and effectively.
- Conduct root cause analysis (RCA) for major incidents and implement preventive measures to reduce recurrence.
- Maintain a focus on continuous improvement by analyzing incident trends and refining processes to enhance service reliability.

**Qualifications**:

- ** Education**: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification is required; advanced ITIL certifications (e.g., ITIL Expert) are a plus.
- ** Experience**: Minimum of 7-10 years of experience in IT service delivery, with a deep understanding of NOC, Helpdesk, and ITSM functions.
- ** Technical Skills**: Strong understanding of network infrastructure, IT systems, and ITSM tools (e.g., ServiceNow, Jira, or similar) as well as monitoring tools (Solarwinds, Prometheus/Grafana). Knowledge of cloud services, cybersecurity, and automation tools is a plus.
- ** Leadership Skills**: Proven ability to lead and inspire cross-functional teams in a fast-paced environment.
- ** Communication Skills**: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
- ** Problem-Solving Skills**: Strong analytical and problem-solving abilities, with a focus on delivering practical and effective solutions.
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