Sr Operation Mgmt Specialist

**General Information**:

- Req #
- WD00090019
- Career area:

- Information Technology
- Country/Region:

- Singapore
- State:

- Central Singapore
- City:

- SINGAPORE
- Date:

- Friday, October 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$69 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).

**Description and Requirements**:
**Role Overview**

The Service Delivery Manager (SDM) is accountable for the end-to-end governance, delivery, and continual improvement of managed IT services across both underlay and overlay environments (network, infrastructure, cloud, and security). The SDM ensures operational excellence through disciplined process management, proactive stakeholder engagement, and alignment with ITIL, ISO, and customer governance standards.

The SDM plays a dual role, strategic partner to the customer and operational leader to internal teams driving performance, compliance, and continuous service maturity.

**Key Responsibilities**:
**Service Delivery & Operational Excellence**
- Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
- Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
- Maintain service continuity and incident response readiness, including after-hours escalation management.
- Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
- Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).

**ITIL Governance, Risk & Compliance**
- Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
- Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
- Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
- Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
- Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
- Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.

**Stakeholder & Customer Management**
- Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.
- Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture.
- Manage multi-agency or multi-stakeholder relationships, balancing priorities and ensuring unified service outcomes.
- Coordinate with third-party vendors and internal towers (NOC, SOC, CloudOps, Network, DBA) for integrated service management.
- Drive proactive engagement and feedback loops, ensuring alignment with evolving business and compliance requirements.

**Operational Support & Coordination**
- Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization.
- Ensure incident prioritization and escalation discipline, enforcing communication templates and real-time updates.
- Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance.
- Govern change control lifecycle, ensuring risk assessment, CAB participation, and proper rollback validation.
- Ensure operational readiness for new deployments (Day-1 to Day-2 transition, hyper-care, acceptance testing).

**5. Reporting, Metrics, and Compliance**
- Produce monthly performance reports and dashboards detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
- Track and analyze trending data to identify recurrent issues and propose automation or process improvements.
- Present governance scorecards and risk registers to both internal leadership and customer stakeholders.
- Leverage data from ServiceNow / ITSM platforms, CloudWatch, Grafana, and Zabbix for real-ti