Coordenador Da Qualidade

Lenovo Inc.; São Paulo; On-site; BRL 120,000 - 180,000; Full time

Job summary

Lenovo Inc. is seeking a highly analytical professional to support Service Desk Governance, Quality Assurance, Auditing, and Continuous Improvement initiatives using data analytics to drive operational excellence.

The role acts as a governance representative, ensuring ITIL processes, SLAs, and organizational policies are followed. You will analyze performance, audit processes, track corrective actions, and report to leadership with executive summaries.

Qualifications

• 5+ years of relevant experience with a Bachelor's degree, or 7+ years of relevant experience without an advanced degree.
• Proven experience in Service Desk Governance, Quality Assurance, Auditing, or Operational Excellence environments.
• Experience preparing executive-level operational reports and presentations.
• Advanced knowledge of ITIL principles and Service Management practices.
• Experience with ITSM platforms, specifically ServiceNow.
• Experience developing, managing, and analyzing operational metrics, KPIs, SLAs, and service performance indicators.
• Strong analytical and statistical problem-solving skills.
• Experience conducting root cause analyses and developing corrective action plans.
• Knowledge of process engineering, process management, and continuous improvement methodologies.
• Strong written and verbal communication skills and ability to manage multiple priorities.

Responsibilities

• Gather data from primary and secondary sources, ensuring the integrity and maintenance of databases and reporting systems.
• Use statistical and analytical techniques to identify trends, patterns, correlations, and improvement opportunities.
• Validate, cleanse, and audit operational data to ensure accuracy and consistency.
• Develop dashboards, visualizations, scorecards, and reports to communicate operational performance.
• Prepare executive-level presentations and reports for internal stakeholders and leadership teams.
• Transform data into actionable insights that support operational and strategic decision-making.
• Act as a governance representative for Service Desk operations, ensuring adherence to processes, policies, and ITIL best practices.
• Conduct operational audits and process reviews to assess compliance and identify risks or non-conformities.
• Monitor compliance with SLAs, KPIs, and operational targets.
• Evaluate the quality of customer interactions, incident management practices, and service delivery processes.
• Investigate service failures and operational deviations through root cause analysis.
• Develop, implement, and monitor corrective and preventive action plans.
• Support governance initiatives related to service quality and continuous improvement programs.
• Identify opportunities to improve service quality and customer satisfaction.
• Utilize Lean Six Sigma and process engineering methodologies to drive optimization.
• Map, document, analyze, and improve Service Desk processes.
• Partner with managers to implement improvements and track results.
• Promote a culture of continuous improvement and data-driven decision making.
• Collaborate with leaders and stakeholders to understand reporting and process improvement needs.
• Influence decisions through data-driven recommendations and insights.
• Communicate findings, audit results, risks, and recommendations clearly.
• Build strong relationships across teams without direct management authority.
• Demonstrate strong communication skills to present findings and negotiate priorities.
• Independently communicate data analytics results, audit findings, governance assessments, and business insights.
• Facilitate discussions on performance, compliance, and service improvement.
• Prepare and deliver presentations to senior management and executives.
• Independently solve complex governance challenges using established frameworks.
• Identify root causes of issues and develop actionable recommendations.
• Resolve project-related issues following governance procedures.

Skills

Data analytics

ITIL

Governance

Auditing

Continuous improvement

Stakeholder management

Reporting

Process management

Change management

Root cause analysis

Education

Bachelor's degree

Tools

ServiceNow

Job description

Description and Requirements

Position Overview

We are seeking a highly analytical professional to support Service Desk Governance, Quality Assurance, Auditing, and Continuous Improvement initiatives while leveraging data analytics to drive operational excellence.

The professional will act as an agent of governance within Service Desk operations, ensuring compliance with ITIL processes, contractual Service Level Agreements (SLAs), quality standards, and organizational policies. This role will be responsible for analyzing operational performance, conducting audits, identifying improvement opportunities, managing corrective actions, and developing executive-level reporting and presentations for leadership stakeholders.

The successful candidate will combine strong analytical capabilities, process management expertise, and service management knowledge to improve operational performance, enhance user experience, and promote continuous improvement across IT support services.

Key Responsibilities

Data Analytics & Reporting

• Gather data from primary and secondary sources, ensuring the integrity and maintenance of databases and reporting systems.
• Use statistical and analytical techniques to identify trends, patterns, correlations, and improvement opportunities.
• Validate, cleanse, and audit operational data to ensure accuracy and consistency.
• Develop dashboards, visualizations, scorecards, and reports to communicate operational performance.
• Prepare executive-level presentations and reports for internal stakeholders and leadership teams.
• Transform data into actionable insights that support operational and strategic decision-making.

Governance, Quality & Auditing

• Act as a governance representative for Service Desk operations, ensuring adherence to established processes, policies, contractual requirements, and ITIL best practices.
• Conduct operational audits and process reviews to assess compliance and identify risks or non-conformities.
• Monitor compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.
• Evaluate the quality of customer interactions, incident management practices, and service delivery processes.
• Investigate service failures and operational deviations through structured root cause analysis.
• Develop, implement, and monitor corrective and preventive action plans.
• Support governance initiatives related to service quality, operational excellence, and continuous improvement programs.

Continuous Improvement & Process Management

• Identify opportunities to improve service quality, operational efficiency, and customer satisfaction.
• Utilize Lean Six Sigma and process engineering methodologies to drive process optimization.
• Map, document, analyze, and improve Service Desk operational processes.
• Partner with operational managers and support teams to implement improvement initiatives and track results.
• Promote a culture of continuous improvement and data-driven decision making.

Stakeholder Collaboration

• Collaborate with Service Desk leaders, operational teams, governance teams, and business stakeholders to understand reporting and process improvement needs.
• Influence decision-making through data-driven recommendations and operational insights.
• Communicate findings, audit results, risks, and recommendations clearly and effectively.
• Build strong working relationships across multiple teams without requiring direct management authority.

Interaction

• Demonstrate strong communication skills to effectively present findings, negotiate priorities, and influence stakeholders.
• Independently communicate data analytics results, audit findings, governance assessments, and business insights.
• Facilitate discussions regarding operational performance, compliance, and service improvement opportunities.
• Prepare and deliver presentations to senior management and executive audiences.

Problem Solving

• Independently solve complex operational and governance-related challenges using established frameworks and methodologies.
• Identify root causes of service issues, compliance gaps, and operational inefficiencies.
• Develop practical recommendations and action plans to improve performance and reduce risk.
• Resolve project-related issues following defined governance, quality, and operational procedures.

Required Qualifications

• 5+ years of relevant professional experience with a Bachelor's degree, or 7+ years of relevant professional experience without an advanced degree.
• Proven experience in Service Desk Governance, Quality Assurance, Auditing, or Operational Excellence environments.
• Experience preparing executive-level operational reports and presentations.
• Advanced knowledge of ITIL principles and Service Management practices.
• Experience working with IT Service Management (ITSM) platforms, specifically ServiceNow.
• Experience developing, managing, and analyzing operational metrics, KPIs, SLAs, and service performance indicators.
• Strong analytical and statistical problem-solving skills.
• Experience conducting root cause analyses and developing corrective action plans.
• Knowledge of process engineering, process management, and continuous improvement methodologies.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• ITIL v4 Foundation Certification or higher.
• ISO 20000 Auditor Certification.
• Six Sigma Green Belt Certification.
• Knowledge of Agile methodologies and Product Management practices.
• Experience with Data Analytics and Business Intelligence tools.
• Knowledge of Customer Experience (CX) measurement and improvement frameworks.
• Experience supporting governance and service improvement initiatives within enterprise IT environments.
• Familiarity with Lean Six Sigma methodologies and operational excellence programs.

Key Competencies

The ideal candidate will demonstrate:

• Critical and analytical thinking.
• Strong organizational skills and attention to detail.
• Clear, concise, and objective communication.
• Ethics, professionalism, and impartiality.
• Proactivity and ownership mindset.
• Results-oriented approach.
• Adaptability and resilience in dynamic environments.
• Strong written communication and presentation skills.