Lenovo Global Services Service Delivery Coordinator

Service Delivery Coordinator (SDC) Key Responsibilities

1. 01

   Service Delivery Execute managed services and hardware lifecycle operations for customer devices in accordance with agreed Service Level Agreements (SLAs). Track and manage service request progress to ensure timely resolution and fulfillment. Support coordination with relevant teams and monitor the status of high-priority cases to ensure appropriate handling and escalation.

2. 02

   Service Quality and SLA Governance Drive continuous improvement in service quality and ensure compliance with established service delivery processes. Address service quality issues in accordance with defined procedures and customer service

. Monitor potential SLA breaches, identify risks, and initiate appropriate escalations when necessary.

3. 03

   Hardware Lifecycle Management Support end-to-end hardware lifecycle activities, including deployment, refresh, retrieval, and disposal. Maintain the accuracy, consistency, and integrity of IT Asset Management (ITAM) records. Coordinate lifecycle activities with customers, technical teams, vendors, and logistics partners.

4. 04

   Operational Tools and Reporting Collect and analyze operational data from ServiceNow and other service management tools. Prepare weekly and monthly operational reports to monitor service performance and identify trends or improvement opportunities. Support meeting coordination, action tracking, risk management, and change management activities.

5. 05

   Stakeholder and Supplier Management Act as a day-to-day point of contact for customers, internal technical teams, vendors, and logistics partners. Facilitate communication and coordination among stakeholders to ensure smooth service delivery. Follow up on operational issues and outstanding actions to ensure timely completion.

6. 06

   Continuous Improvement Promote process visibility, standardization, and automation to improve operational efficiency. Minimize account-specific exceptions by implementing standardized service delivery processes. Lead and support continuous improvement initiatives to enhance service quality, operational effectiveness, and customer satisfaction. Key Competencies and Technical Skills ITIL: Strong understanding of Incident Management, Problem Management, Change Management, and Configuration Management. ServiceNow: Experience with ServiceNow IT Service Management (ITSM) and Service Asset and Configuration Management (SACM). Problem-Solving and Communication: Strong analytical, troubleshooting, coordination, and stakeholder communication skills. Commercial and Financial Acumen: Ability to understand and analyze Profit and Loss (P&L), Statements of Work (SOW), and service cost models. Qualifications and Experience A degree in Information Technology, Business, or a related field, or equivalent professional experience. At least 2–3 years of experience in IT operations support, service delivery, help desk operations, or project coordination. ITIL Foundation certification is preferred. Familiarity with PRINCE2 Foundation and/or Agile methodologies is an advantage.

7. 07

   Fluent level/ business level Japanese is mandatory