Curation and Automation Lead
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Description and Requirements
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
Lead the Curation and Automation function by driving knowledge management, automation, and continuous improvement initiatives across Digital Workplace services. This role ensures ITIL/ITSM and KCS best practices are consistently applied to improve service quality, accelerate shift-left strategies, strengthen knowledge governance, and enhance customer experience and operational performance.
Key Responsibilities
- Lead and coordinate the Curation and Automation Squad, establishing priorities, objectives, and measurable deliverables aligned with business and service goals.
- Monitor service performance against SLAs, OLAs, KPIs, and contractual commitments, proactively identifying and mitigating risks.
- Govern Knowledge-Centered Service (KCS) practices through regular audits, reviews, and quality assessments across Service Desk and resolver teams.
- Identify process gaps, compliance risks, and service improvement opportunities, driving corrective and preventive actions.
- Analyze operational data, performance trends, and customer feedback to expand automation, improve knowledge quality, and accelerate shift-left initiatives.
- Support Incident, Problem, Change, and Knowledge Management processes with quality insights and continuous improvement recommendations.
- Facilitate Root Cause Analysis (RCA) and lead Continuous Service Improvement (CSI) initiatives to improve service reliability and efficiency.
- Maintain standardized SOPs, work instructions, taxonomy, and process documentation to support knowledge governance and service continuity.
- Develop and present service quality dashboards, reports, and performance reviews to stakeholders.
- Serve as the escalation point for automation, knowledge management, and service continuity issues.
- Coach and mentor team members on ITIL, KCS, quality standards, and continuous improvement methodologies.
- Foster collaboration across Service Delivery, Operations, and Process Owners to improve end-to-end service performance.
Key Competencies
- Strong leadership and stakeholder management skills with the ability to influence cross-functional teams.
- Excellent written and verbal communication skills for both technical and business audiences.
- Strong knowledge of ITIL/ITSM processes and service quality management.
- Expertise in Knowledge-Centered Service (KCS), knowledge governance, taxonomy, and data models.
- Strong analytical skills with the ability to identify trends and translate insights into process improvements.
- Experience with Continuous Service Improvement (CSI), Lean, Six Sigma, or similar methodologies.
- Understanding of Service Desk, End User Computing, and Digital Workplace operations.
- Ability to lead change initiatives and drive continuous improvement without direct authority.
Key Performance Indicators (KPIs)
- SLA and OLA compliance
- Service quality and audit scores
- Automation adoption and effectiveness
- Knowledge quality and evergreening
- Customer Satisfaction (CSAT)
- Delivery and impact of Continuous Service Improvement initiatives
- Overall Digital Workplace service performance
Candidate Requirements
Experience:
- 3–6 years of experience in IT service operations, quality management, or service delivery within internal or outsourced environments.
- Experience leading teams, squads, or cross-functional initiatives.
- Experience with knowledge management, automation, and continuous improvement programs is preferred.
Qualifications:
- Bachelor's degree in Information Technology, Business, or a related field.
- ITIL 4 Foundation certification.
- KCS v6 Fundamentals certification (required).
Preferred Certifications:
- KCS v6 Practices
- ISO 20000 Auditor
- Six Sigma Green Belt
- Product Management and Agile certifications
- Data Analytics or Customer Experience certifications