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Description and Requirements

The Service Delivery Manager (SDM) is a customer-facing role within the North America Digital Workplace Solutions (DWS) Service Management Office (SMO), reporting to the Senior Manager, Service Management Office. The SDM is responsible for the successful delivery, governance, and operational management of one or more strategic customer accounts, ensuring service commitments are consistently achieved while fostering strong customer relationships.

Acting as the primary interface between the customer, delivery teams, account leadership, and executive stakeholders, the SDM drives operational excellence,



service quality, customer satisfaction, and continuous improvement across the customer lifecycle. The role is accountable for service performance, governance execution, risk management, financial stewardship, and ensuring alignment between customer expectations and delivery outcomes.

The successful candidate will combine solid customer engagement skills with operational rigor, business acumen, and a passion for delivering exceptional customer experiences. This role is ideal for a highly motivated service management professional who thrives in a customer-facing environment, excels at building relationships, and is passionate about delivering outstanding service outcomes while driving operational excellence and continuous improvement.

Key Responsibilities

Customer Relationship Management

- Serve as the primary service management contact for assigned customer accounts.
- Develop and maintain trusted relationships with customer stakeholders, including operational leaders, executives, and key business contacts.
- Lead regular customer governance meetings, service reviews, operational reviews, and executive business reviews.
- Ensure customer concerns, risks, and escalations are addressed proactively and resolved in a timely manner.
- Advocate for customer needs while balancing contractual commitments, operational requirements,



and business objectives.
- Support customer satisfaction, retention, and growth initiatives by identifying opportunities to enhance service performance and customer outcomes.

Service Delivery & Governance

- Own service management governance for assigned accounts, ensuring adherence to established SMO operating standards.
- Monitor and manage service performance against contractual commitments, SLAs, KPIs, and operational objectives.
- Facilitate regular operational reviews with delivery teams to assess performance, identify trends, and address areas requiring improvement.
- Drive accountability across cross-functional delivery teams to ensure service commitments are achieved.
- Ensure accurate and consistent service reporting, including performance metrics, risk assessments, action plans, and customer communications.
- Maintain visibility into program health, dependencies, issues, and operational risks.

Incident, Risk & Escalation Management

- Serve as the service delivery lead for customer escalations and major service issues.
- Coordinate cross-functional response teams to address high-priority incidents and service disruptions.
- Drive root cause analysis activities and ensure corrective and preventative actions are implemented.
- Identify and mitigate delivery, operational, and customer experience risks before they impact service performance.
- Provide clear and timely communication to customer and internal stakeholders during critical situations.

Continuous Improvement & Service Excellence

- Identify opportunities to improve service quality, operational efficiency, and customer experience. <

📌 Service Delivery Manager, DWS Delivery (Montreal)
🏢 Lenovo
📍 Montreal