Lenovo

Business Area Description: 

The Lenovo Workplace Services serves as a Single Point of Contact (SPOC) for End User Managed Services and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Workplace Services performs end to end support, both locally and remotely on behalf of our customers. 

Key Objectives of Position: 

The Curation and Automation Leader is responsible for leading and coordinating a cross-functional automation squad focused on advanced knowledge curation (KCS-based), data taxonomy, automation, closed-loop knowledge management, and continuous improvement across Digital Workplace services. 

This role ensures that ITIL/ITSM practices, KCS methodology, automation initiatives, and shift-left strategies are consistently applied. It also guarantees that quality standards are met and that improvement opportunities are effectively identified, prioritized, and executed to enhance both customer experience and operational performance. 

Key objectives include: 

• Leadership of the Curation and Automation team, ensuring alignment with service delivery goals. 

• Governance and continuous improvement of ITSM processes and quality standards. 

• Driving shift left, service excellence, compliance, and customer satisfaction. 

• Acting as a key interface between Service Delivery, Operations, and Process Owners. 

• Promoting a culture of quality, accountability, and continuous improvement. 

Day-To-Day Tasks: 

• Lead and coordinate the Curation and Automation Squad, defining priorities, objectives, and measurable deliverables aligned with service commitments and business continuity requirements. 

• Monitor and manage service performance against SLAs, OLAs, KPIs, and contractual obligations, ensuring consistent adherence and proactive risk mitigation. 

• Conduct regular KCS reviews, audits, and assessments across Service Desk and resolver groups, ensuring compliance with standards and readiness for service continuity. 

• Identify process gaps, non-compliance risks, and service vulnerabilities, driving corrective and preventive actions to maintain service stability, resilience, and continuity. 

• Coordinate analysts to ingest and analyze operational data, performance trends, and customer feedback to identify service improvement opportunities, accelerate shift-left initiatives, and expand automation adoption to enhance the overall user experience. 

• Support Incident, Problem, Change, and Knowledge Management processes with actionable quality insights, ensuring alignment with service level targets and continuity strategies. 

• Facilitate Root Cause Analysis (RCA) and lead Continuous Service Improvement (CSI) initiatives, focusing on improving service reliability, efficiency, and long-term optimization. 

• Ensure all Standard Operating Procedures (SOPs), work instructions, and process documentation are current, standardized with data models and taxonomy, and aligned with service continuity and recovery requirements. 

• Prepare and present service quality reports, dashboards, and performance reviews to stakeholders, clearly highlighting risks, compliance status, and improvement initiatives. 

• Act as an escalation point for service automation and continuity-related issues impacting service delivery and customer experience. 

• Coach and mentor team members on quality standards, ITIL practices, KCS methodology, service continuity principles, and continuous improvement frameworks. 

• Promote cross-functional collaboration to strengthen end-to-end service performance, operational resilience, and overall service excellence. 

Key Competencies Needed: 

• Strong leadership capabilities with the ability to effectively manage stakeholders across multiple levels of the organization. 

• Excellent verbal and written communication skills, with the ability to convey complex concepts clearly to both technical and non-technical audiences. 

• Solid understanding of ITIL/ITSM processes and service quality management frameworks. 

• Strong expertise in Knowledge-Centered Service (KCS), knowledge governance, and data models, including taxonomy design and management. 

• Advanced analytical skills, with the ability to interpret data, identify trends, and translate insights into actionable improvements. 

• Experience in continuous improvement methodologies such as CSI, Lean, or Six Sigma (preferred). 

• Good understanding of Service Desk, End User Computing, and Digital Workplace environments and operations. 

• Proven ability to influence cross-functional teams and drive organizational change without direct authority. 

Key Performance Indicators / Metrics: 

• SLA and OLA compliance 

• Service Quality and Audit Scores 

• Automation effectiveness 

• Knowledge Evergreening 

• Customer Satisfaction (CSAT)  

• Effectiveness of Continuous Improvement initiatives 

• Overall Digital Workplace performance metrics 

Previous Experience:  

• 3–6 years of experience in IT service operations, quality management, or service delivery roles within internal or outsourced environments. 

• Previous experience leading teams, squads, or cross-functional initiatives is highly desirable. 

Qualifications: 

•  Diploma or Degree in an IT or Business-related discipline. 

• ITIL V4 Foundations Certifications 

• KCS V6 fundamentals (essential) 

• Desirable:  

• ISO 20000 Auditor 

• KCS V6 practices. 

• Six Sigma Green Belt 

• Product Management and Agile Methodology 

• Data Analytics 

• Customer Experience 

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