Lenovo

Role Summary

This role is responsible for ensuring service performance, governance, and compliance through robust reporting, audit, and control frameworks.

The position plays a key role in driving:

• Risk mitigation
• Continuous improvement
• Operational excellence

across end-to-end service delivery.

Key Responsibilities

• Lead and execute quality assurance activities aligned with service standards, contractual requirements, and internal control frameworks
• Monitor and report service performance against SLAs, OLAs, KPIs, and quality metrics
• Design and maintain reporting dashboards and executive summaries to support performance governance and decision-making
• Conduct audits and control assessments across Service Desk and resolver teams
• Identify control gaps, compliance issues, and operational risks; drive corrective and preventive actions
• Analyze operational data, trends, and customer feedback to identify improvement opportunities
• Collaborate with Incident, Problem, Change, and Knowledge Management teams to embed quality controls
• Support Root Cause Analysis (RCA) processes and ensure improvement actions are tracked and implemented
• Maintain and update SOPs, control documentation, and audit evidence
• Prepare and present audit findings, compliance reports, and performance insights to stakeholders
• Act as a key point of contact for internal and external audits
• Promote a culture of accountability, quality, and compliance across teams
• Drive cross-functional alignment to strengthen governance and improve service delivery

Key Skills & Competencies

• Strong written and verbal communication skills
• Solid understanding of ITIL/ITSM processes and service quality frameworks
• Strong analytical skills, with the ability to interpret data and identify trends
• Knowledge of Service Desk, End User Computing, and Digital Workplace environments
• Experience with continuous improvement methodologies (e.g., CSI, Lean, Six Sigma – desirable)
• Ability to influence cross-functional teams and drive change without direct authority

Qualifications & Experience

Experience

• 3–5 years of experience in IT service operations, quality management, or service delivery (internal or outsourced environments)
• Experience leading teams, squads, or cross-functional initiatives is highly desirable

Education

• Diploma or Degree in an IT or business-related field

Required Certification

• ITIL Foundation

Preferred Certifications

• ISO 20000 Auditor
• Six Sigma Green Belt
• Product Management / Agile Methodology
• Data Analytics
• Customer Experience