L2 Operations Manager

Responsibilities

• JOB PURPOSE/MISSION/SUMMARY :
• Relative to the Strategic projects (such as D365 or Cloud MPS), the L2 Operations Manager provides operational insights and requirements to the Central team and Sub-Process Owners.
• The L2 Operations Manager provides functional guidance to Operations Managers within his/her scope.
• This role works with other operational execution teams and the Sub-Process teams. He/She coordinates closely with other Lexmark business functional teams & GBS end-to-end teams.
• KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS :
• OPERATIONS EXECUTION
• Supports the Site Process Lead in defining performance metrics and business governance, develops and implements strategies and tactics that continuously improve performance in the delivery of customer requirements, business targets
• Responsible for the execution of the processes and all aspects of the back-office operations
• Accountable for driving resolution of customer and partner escalations
• Accountable for reporting out E2E metrics & governance to key stakeholders
• Responsible for driving improvements across E2E operational execution area, working closely with the PAs and Sub-Process Owners
• Responsible for identifying process improvements and coordinating with the process owner & team
• Continuous improvement of the standard operations execution and Management System
• Leads through Our People by building and management of a highly motivated, customer and business-oriented team
• Implements GBS foundations, adhere to GBS principles and contribute to GBS strategy development - be an advocate
• Accountable for Year End preparation activities for their respective Geos
• CONTINUOUS IMPROVEMENT
• Empowers the process team in continuous improvement initiatives
• Drives process efficiency opportunities to the process team
• Support engagement with the Operations Manager of the other sub-processes and other GBS end-to-end teams
• Represents E2E operational team in WW Sub GPO projects and initiatives
• Defines, enhances structure, tools, measurements to ensure the team monitor process execution for compliance of Lexmark's contractual obligations to its customers within set schedule.
• STRATEGIC PROJECTS
• Lead O2R strategic or key projects
• Influence new strategic projects
• Manages adoption of new strategic projects by the team
• Provides relevant data and information in support of strategic projects, as required
• OTHER RELATIVE DUTIES ASSIGNED
• Provides training to employees, as needed
• Handles stretch assignments that vary in duration, scope, and reporting relationship, that may result in acquiring new skills and work experience.
• Others, as assigned
• OTHER OPERATIONAL RESPONSIBILITIES
• Work environment - provides a work environment that engenders positive energy, creativity and teamwork amongst employees, ensuring safety in the workplace.
• Institute rules - manages staff in accordance with company rules and procedures. Establishes departmental rules and procedures and creates work schedules that ensure achievement of departmental key obj

Benefits

Additional Information

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision. When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact-across industries, countries, and careers. From engineering and product to digital services and customer experience, you'll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work-on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

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