IT Quality Lead (Process Delivery & ITIL Complianc

Join Lenovos global technology powerhouse to drive excellence across our full-stack service portfolio. We are looking for a seasoned professional to lead quality monitoring, audit ITIL practices, and implement continuous improvement strategies that WOW our customers worldwide.

• Review and assess service desk tickets including Incidents, Changes, and Problems for strict compliance with SLAs, KPIs, and ITIL standards.
• Evaluate multi-channel customer interactions via calls, chats, and emails to ensure top-tier accuracy and professionalism.
• Identify process gaps and collaborate with cross-functional teams to develop robust quality assurance policies and release procedures.
• Perform rigorous functional and reliability testing to identify defects and recommend actionable improvements.
• Conduct root cause analysis for quality issues and propose corrective actions in coordination with engineering teams.
• Lead regular process audits and maintain accurate documentation to ensure adherence to ISO standards and industry regulations.
• Qualify and monitor vendor performance based on stringent quality criteria and process efficiency.
• Drive Six Sigma or Lean initiatives to foster a culture of quality consciousness across the organization.
• Develop and deliver training programs to keep the team updated on emerging technologies and best practices.
• Analyze quality metrics using statistical methods and present data-driven insights to senior management.

• Bachelors degree in Quality Management, Engineering, or a related technical discipline.
• Total 58 years of core experience in Process Delivery and Quality Assurance.
• Must be ITIL 4 Certified or hold an ITIL V3 Intermediate certification.
• Strong expertise in ITIL practices, Service Level Management (SLM), and Report Designing.
• Proficiency in quality management systems (ISO 9001) and tools like FMEA, Control Charts, and Pareto Analysis.
• Hands-on experience with statistical software such as Minitab or JMP.
• Exceptional analytical, communication, and presentation skills with a commitment to precision.

• Opportunity to work with the worlds largest PC company and a global AI-enabled infrastructure leader.
• Comprehensive professional development within a US69 billion revenue technology powerhouse.
• Exposure to diverse, world-changing innovations in 180 markets.
• Dynamic and inclusive work culture focused on Smarter Technology for All.