JobsIndia

IT Service Quality & Audit Lead

Posted July 29, 2026

Salary / CompensationCompetitive Pay

Work ModeProfessional Role

Employer / LocationLenovo — Information Technology, India

DeadlineRolling / Open

About this opportunity

Lenovo is hiring an IT Service Quality & Audit Lead to join its Information Technology team in Mumbai, India. This full-time role sits at the center of the company's IT Service Desk operations, where you will own quality audits, governance, and continuous improvement across multiple support channels. The position involves leading a team of Quality Analysts, reviewing audit results, and partnering with service delivery leaders to improve customer experience and process compliance. Lenovo is a US$83 billion revenue global technology company, ranked #196 in the Fortune Global 500. It serves millions of customers daily across 180 markets. Originally known as the world's largest PC company, Lenovo has expanded into a full-stack portfolio that includes AI-enabled devices, infrastructure, software, solutions, and services. The company is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) with ADR: LNVGY. Its stated mission is to deliver "Smarter Technology for All," and it invests heavily in innovation aimed at building a more equitable and trustworthy future. Mumbai is India's financial and commercial capital, and it is a major hub for IT and business process services. The city has a fast-paced work culture, with many global companies operating large delivery centers here. The cost of living in Mumbai is higher than in most other Indian cities, particularly for housing, but salaries in the tech sector tend to reflect that. The city has a tropical climate, with hot, humid summers and a heavy monsoon season from June to September. Working for a global company like Lenovo in Mumbai typically means collaborating with teams across different time zones, so flexibility with working hours is often part of the job. For international applicants, India requires a work visa, and most employers sponsor these for senior or specialized roles.

Responsibilities

Lead and govern quality audits across Voice, Email, Chat, and ITSM tickets, including Incidents, Changes, and Problems
Ensure adherence to ITIL processes, SLAs, KPIs, and service standards across all support channels
Review audit results to identify compliance gaps, defect trends, and process inefficiencies
Ensure consistent evaluation standards across all auditors on the team
Perform root cause analysis on recurring quality issues and drive corrective actions
Implement process improvements and training interventions based on audit findings
Own the service desk quality training framework and align learning plans 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
Present insights in a clear, business-focused manner to leadership and clients
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

Benefits

Full-time employment with a global technology leader
Opportunity to work in Mumbai, one of India's major IT hubs
Role includes leading and mentoring a team of Quality Analysts
Exposure to enterprise-scale IT service operations across 180 markets
Work with ITIL, ISO 9001, and other quality frameworks

Requirements & Qualifications

4 to 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
Exposure to ISO 9001 or similar quality frameworks is a plus
Familiarity with quality tools such as Pareto analysis, RCA, control charts, or FMEA is a plus
Six Sigma or Lean exposure is a plus
Experience working in infrastructure or IT support environments is a plus

How to Apply

Review the requirements and ensure your experience matches the 4-8 years in IT service delivery or quality assurance.
Prepare your resume highlighting your team leadership, ITIL certification, and audit experience.
Click the Apply button below to submit your application.

Ready to start your application?

Submit your materials before the official deadline.

Apply Now

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Verify all official guidelines and eligibility criteria directly with the host institution before submitting. Prepare your transcript evaluation, referee letters, and motivational statement early to avoid deadline bottleneck delays.

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Oppora Editorial Analysis

Official Application Strategy & Recommended Tools

Competitiveness Rating:Moderate

Selection Committee Priorities

•Academic/Professional Alignment: Ensure your statement explicitly ties your past work in India to Lenovo — Information Technology's strategic goals.
•Leadership Evidence: Selection panels heavily weigh demonstrated initiative, community impact, or research output.
•Financial & Language Prerequisites: Confirm if Medium of Instruction (MOI) certificates can substitute for formal standardized language test fees.

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Review the responsibilities and qualifications to confirm your experience aligns with the role. 2. Prepare your resume and any relevant portfolio or project documentation. 3. Click the Apply button below to submit your application.

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This position is based in India. Check the official listing for the latest location and remote-work policy.