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Job Title:

Operations Control Service Manager

Business Area:

Information Technology

Location:

Lexington, KY USA

Job ID:

140802

Operations Control Service Manager

Our technology is outstanding, but it’s the talented, diverse and driven people behind our company who make it all happen. Our employees have the determination to go further, the adaptability to adjust to an ever-changing global market, the heart to stay passionate and personally invested, and the mind to know when to step back and put it all in perspective.

Lexmark is looking for an experienced information technology operations professional who can lead people, build processes and has a continuous improvement mindset to help keep Lexmark and its systems secure and operational. This leader will work with various operations, infrastructure and security teams to reduce incidents and make sure that new projects are operationalized. They will monitor, engage and act on events and alerts from monitorin tools. They will also have to work with other Service Managers to ensure overall operational stability and security are front of focus. They will also interface with the project management office and other teams to drive operational requirements and compliance within the Lexmark framework. This person will also be responsible to report on compliance of audit controls.

This person will be responsible for working with various partners and global operations teams daily to balance security and stability. They must have a strong ability to communicate and balance competing priorities.

Key Responsibilities:

  • Manage day to day events, alerts, incidents, and requests.
  • Manage transition of projects into operations.
  • Leverage thought leadership, process improvements, sense of urgency, monitoring and automation to reduce incidents and MTTR with the goal of eliminating recurring incidents.
  • Provide leadership and organization to an offshore event management team.
  • Provide enrichment data during major incidents.
  • Provide regular reports on asset governance, audit compliance and on operational events.
  • Be an advocate and change leader for operational initiatives with a goal of improving the overall culture.
  • Travel will be required once or twice a year to meet with event management team.

Required Experience:

  • 5 years’ experience in information technology operations, cybersecurity or architecture.
  • Strong communication (written and verbal) skills.
  • Proven ability to lead and manage multiple priorities.
  • Proven organizational skills with the ability to manage multiple tasks with changing priorities.
  • Experience with leading onshore and offshore global teams.
  • Strong ability in multiple technologies, analytical techniques, and leadership skills.

 

Preferred Qualifications:

  • Bachelor’s degree in Information Technology or related IT or Cyber or Engineering field with 10 years of Information Technology experience.
  • Experience with ITSM, ITIL, and ISO Frameworks.
  • Excellent organizational, communication, documentation and project management skills.
  • In-depth knowledge of Operational Processes (Event, Incident, Change, Problem).
  • Excellent analytical and problem-solving skills.
  • Proven ability to utilize data to drive continuous improvement.

 

*Relocation Assistance will not be offered for this position.

Preferred Certifications:

  • ITIL Certification
  • Lean or Six Sigma Certifications