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Service Delivery Manager
Lenovo —Markham, ON
- $101,000–$115,000 a year
- Full-time
- Hybrid work
- PMP
- English
- Project management

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Service Delivery Manager
Lenovo —Markham, ON
PMP or equivalent project management certification (preferred). Bachelor’s degree in business administration, information technology, or a related field.
$101,000–$115,000 a year

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Service Delivery Manager

Lenovo -
Markham, ON

Apply Now

Job details

Full-time
$101,000–$115,000 a year

Qualifications

ITIL Certification
Program management
PMP
English
Project management
Bachelor's
Contracts
ServiceNow
Budgeting
Business
Leadership
Communication skills
Information Technology

Full job description

General Information

Req #

WD00097743

Career area:

Information Technology

Country/Region:

Canada

State:

Ontario

City:

Markham

Date:

Thursday, April 30, 2026

Working time:

Full-time

Additional Locations:

Canada - Ontario - Markham

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

We are a managed services organization within a global computer manufacturing company, responsible for delivering large-scale services around end point devices spanning 36 to 48 months. Our services focus on Digital Workplace Solutions (DWS), including logistics, rollouts, Unified Endpoint Management (UEM) services, and other device-centric solutions. We take pride in our commitment to delivering exceptional value and seamless customer experiences.

The Service Delivery Manager (SDM) will oversee the end-to-end delivery of large-scale contracts for our key clients. This role requires a strategic leader who excels in contract management, scope management, financial oversight, and stakeholder engagement to ensure the successful delivery of the agreed-upon services. The SDM will serve as the primary point of contact for the customer and internal stakeholders, ensuring alignment with contractual obligations and organizational objectives.

Customer Relationship Management

Build and maintain strong, trust-based relationships with the client’s key stakeholders.
Act as the primary escalation point for service-related issues, ensuring prompt and effective resolution.
Conduct regular service reviews with the client, sharing performance insights and driving continuous improvement.

Contract Management

Serve as the primary owner of the client contract, ensuring adherence to all terms and conditions.
Monitor contractual obligations, deliverables, and milestones, ensuring timely execution.
Address contract amendments, extensions, and renewals in collaboration with the legal and sales teams.

Scope Management

Manage the scope of services, ensuring clear understanding among internal teams and the client.
Handle scope changes through a structured change management process, aligning with client needs and internal capabilities.
Regularly review and refine the scope to adapt to evolving client requirements and operational realities.

Financial Management

Drive continuous margin improvement programs, including an annual contract value growth.
Ensure the As-Delivered financials are tracking in line with, or better than the As-Sold financials.
Ensure on time and accurate billings,
Manage the contract’s financial performance, including budgeting, forecasting, and cost control.
Track revenue recognition and profitability, ensuring alignment with organizational financial goals.
Collaborate with finance teams to provide accurate billing and resolve discrepancies promptly.

Inventory Management

Develop and maintain inventory consumption plans in collaboration with the customer to minimize aged inventory and optimize usage.
Monitor inventory levels, ensuring alignment with project timelines and operational requirements.
Implement strategies to manage excess or obsolete inventory, including redeployment or disposal as necessary.
Coordinate with logistics teams to ensure timely and accurate inventory delivery and reporting.

Service Delivery Oversight

Ensure the successful delivery of all contracted services, meeting or exceeding agreed service levels (SLAs) and key performance indicators (KPIs).
Coordinate cross-functional teams, including logistics, UEM, and rollout specialists, to deliver integrated solutions.
Proactively identify and mitigate risks to service delivery.

Operational Excellence

Implement and promote best practices to drive efficiency and quality in service delivery.
Foster a culture of continuous improvement within the delivery team.
Leverage automation and innovative tools to enhance service efficiency and value.

Team Leadership

Lead and / or manage a team of delivery specialists and coordinators, fostering a collaborative and results-driven culture.
Provide guidance, coaching, and professional development opportunities for team members.
Ensure team alignment with organizational goals and customer priorities.

Basic Qualifications:

Bachelor’s degree in business administration, information technology, or a related field.
7+ years of experience in service delivery or program management roles, preferably within managed services or IT outsourcing.
Fluent in English.
Proven track record of managing large-scale, multi-year contracts.

Preferred Qualifications:

Strong understanding of Digital Workspace Solutions (DWS), including logistics, rollouts, and UEM services.
Exceptional contract and scope management skills.
Financial acumen with experience managing budgets and financial forecasts.
Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
Strong problem-solving and decision-making capabilities.
Proficiency in tools such as ServiceNow, Microsoft Dynamics, or other ITSM platforms.
ITIL Foundation or higher.
PMP or equivalent project management certification (preferred)

The base salary range budgeted for this position is $101,000 - $115,000 Canadian dollars. Individuals may also be considered for bonus and/or commission.

We follow a friendly hybrid model with three days a week in the office—great for collaboration and connection!

Additional Locations:

Canada - Ontario - Markham

Canada

Canada - Ontario

Canada - Ontario - Markham

Apply Now

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