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Operations Control Service Manager

2 months ago

Lexington, Kentucky, United States Lexmark Full time
About the Role

We are seeking an experienced IT Operations professional to lead our team and drive operational excellence at Lexmark.

Key Responsibilities
  • Manage day-to-day events, alerts, incidents, and requests.
  • Lead the transition of projects into operations.
  • Leverage thought leadership, process improvements, and monitoring to reduce incidents and Mean Time To Resolve (MTTR).
  • Provide leadership and organization to an offshore event management team.
  • Provide enrichment data during major incidents.
  • Report on asset governance, audit compliance, and operational events.
  • Advocate for operational initiatives to improve the overall culture.
Requirements
  • 5 years of experience in IT Operations, Cybersecurity, or Architecture.
  • Strong communication and leadership skills.
  • Proven ability to manage multiple priorities and tasks.
  • Experience leading onshore and offshore global teams.
  • Strong analytical and problem-solving skills.
  • Ability to utilize data to drive continuous improvement.
Preferred Qualifications
  • Bachelor's degree in Information Technology or a related field with 10 years of IT experience.
  • Experience with IT Service Management (ITSM), ITIL, and ISO Frameworks.
  • Excellent organizational, communication, documentation, and project management skills.
  • In-depth knowledge of Operational Processes (Event, Incident, Change, Problem).