General Information

Req #
WD00099168

Career area:
Information Technology

Country/Region:
India

State:
Maharashtra

City:
Mumbai

Date:
Thursday, May 21, 2026

Working time:
Full-time

Additional Locations:  * India - Mahārāshtra - Mumbai
* India - Mahārāshtra - Mumbai





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

Role Description –

An IT Service Delivery Manager is responsible for ensuring that IT services are delivered to business users and customers effectively, efficiently, and in line with agreed service levels. The role acts as a bridge between business stakeholders, customers, IT operations teams, vendors, and support functions to ensure high-quality service delivery and continuous improvement.

Job responsibilities.

• Manage the Teams working for Desktop Support, Server Support, Network support, Asset Support and Telecom support.
• Responsible for Change, Incident, Problem, Configuration, Service Desk & Release Management.
• Monitoring and Analyzing the Calls logged with the Helpdesk and ensure that Transactions are followed as per Quality Norms.
• User satisfaction surveys & feedback and plan for deviations or corrective action.
• Ensure Wing to Wing resolution of incidents within SLA, handle Critical issues, provide feedback to Managers and work with customer IT and Managers.
• Ensure that service delivery takes place based on the Service level agreements.
• Planning and scheduling Meetings with the Customers on day to day Operations. Involve in the Day-to-Day Operations.
• Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues.
• Coordinate with multiple hand support teams for escalated issues and participate in con-calls and Bridge-calls from remote support groups. 
• Adhering and directing teams towards SOW and SLA and addressing escalations from various business processes.
• Identifying training needs and improvement needs in processes, procedures & utilization.
• Prepare and Coordinate shift roasters, conduct team meetings, track & analyze Performance of all the Engineers.
• Manpower backup planning to ensure right resources availability.
• Prepare & document various Reports in compliance to Process and Productivity.
• Participate and conduct Internal Process Audits & Process Reviews for ensuring strict adherence to the Process Parameters/Systems

Experience / Qualification:

• 7-12 years of relevant experience
• B.E/B.Tech is mandatory
• Good written and verbal communication
• This role requires 6 days work week.

Additional Locations:  * India - Mahārāshtra - Mumbai
* India - Mahārāshtra - Mumbai


* India

* India - Mahārāshtra

* India - Mahārāshtra - Mumbai , * India - Mahārāshtra - Mumbai

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