Job Description
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$69 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.
Role Summary
The IT Service Quality Audit Lead is responsible for driving service quality, audit governance, and continuous improvement across IT Service Desk operations. This role leads quality audits across multiple support channels, identifies systemic gaps, and partners closely with service delivery leaders to improve customer experience, process compliance, and operational outcomes. The role also leads and mentors a team of Quality Analysts.
Key Responsibilities
Lead and govern quality audits across Voice, Email, Chat, and ITSM tickets (Incidents, Changes, Problems), ensuring adherence to ITIL processes, SLAs, KPIs, and service standards.
Review audit results to identify compliance gaps, defect trends, and process inefficiencies, and ensure consistent evaluation standards across auditors.
Perform root cause analysis on recurring quality issues and drive corrective actions, process improvements, and training interventions.
Own the service desk quality training framework and ensure learning plans are aligned to audit findings and performance gaps.
Partner with Service Delivery and Operations leaders to align quality expectations, priorities, and improvement outcomes.
Act as the quality single point of contact (SPOC) for internal stakeholders and customers, presenting insights in a clear, business‑focused manner.
Lead, coach, and develop a team of Quality Analysts to ensure timely audits, reporting, and follow‑through on improvement actions.
Deliver regular quality dashboards and reports covering audit scores, SLA adherence, defect trends, and training effectiveness to enable data‑driven decisions.
Skills Experience
Must‑Have
4–8 years of experience in IT Service Delivery, Process Quality, or IT Operations Quality Assurance.
Proven experience leading a team of Quality Analysts or Process Auditors.
Strong understanding of ITIL‑based service desk operations and IT Service Management (ITSM).
Hands‑on experience with voice and ticket quality audits, process compliance, and governance.
Experience driving training programs, corrective actions, and continuous improvement initiatives.
ITIL v3 Intermediate or ITIL 4 certification.
Strong communication, presentation, and stakeholder management skills.
Good‑to‑Have
Exposure to ISO 9001 or similar quality frameworks.
Familiarity with quality tools such as Pareto analysis, RCA, control charts, or FMEA.
Six Sigma or Lean exposure.
Experience working in infrastructure or IT support environments.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
