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 Quality Squad Lead is responsible for leading and coordinating a cross-functional quality squad focused on service quality, process adherence, and continuous improvement across Digital Workplace services. This role ensures that ITIL/ITSM processes are consistently followed, quality standards are met, and improvement initiatives are effectively identified, prioritized, and executed to enhance customer experience and operational performance.

Key objectives include:

• Leadership of the Quality Squad, ensuring alignment with service delivery goals.
• Governance and continuous improvement of ITSM processes and quality standards.
• Driving 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 Quality Squad, establishing 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 service quality reviews, audits, and assessments across Service Desk and resolver groups, ensuring compliance with standards and continuity preparedness.
• Identify process gaps, non-compliance, and service risks, driving corrective, preventive, and resilience-focused actions to maintain service stability and continuity.
• Analyze operational data, performance trends, and customer feedback to identify service improvement opportunities and enhance 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 service reliability, efficiency, and long-term optimization.
• Ensure all Standard Operating Procedures (SOPs), work instructions, and process documentation are current, standardized, and aligned with continuity and recovery requirements.
• Prepare and present service quality reports, dashboards, and performance reviews to stakeholders, highlighting risks, compliance status, and improvement initiatives.
• Act as an escalation point for service quality and continuity-related issues impacting service delivery and customer experience.
• Coach and mentor team members on quality standards, ITIL practices, service continuity principles, and continuous improvement methodologies.
• Promote cross-functional collaboration to enhance end-to-end service performance, resilience, and operational excellence..

Key Competencies Needed:

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

Key Performance Indicators / Metrics:

• SLA and OLA compliance
• Service Quality and Audit Scores
• Reduction in repeat incidents and service defects
• Customer Satisfaction (CSAT) and Customer Retention
• Effectiveness of Continuous Improvement initiatives
• Overall Digital Workplace performance metrics

Candidate Pre-Requisites

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 Foundations Certifications
• Desirable:
  • ISO 20000 Auditor
  • Six Sigma Green Belt
  • Product Management and Agile Methodology
  • Data Analytics
  • Customer Experience
• Advanced fluency in English.