On-site Operations Specialist; Lexmark

Reporting to the Customer Operations Manager, the On‑Site Operations Specialist will manage and execute contracted Managed Services as defined by the Client Statement of Work. The role requires a strong technical background with at least three years of systems experience and involves day‑to‑day service delivery, escalation management, report generation, and continuous improvement to enhance client satisfaction.

• Act as an additional escalation point for technical issues.
• Manage the incident management process and escalate problems to the appropriate Lexmark support level.
• Oversee call flow management of service tickets, proactively raising break‑fix incidents.
• Ensure effective communication and resolution of tickets through coordination with Lexmark support units, offshore teams, and service partners.
• Manage all customer‑facing communications related to ticket handling.
• Provide end‑user support via telephone, email, or instant messaging.
• Manage and administer all device movements, changes, and configurations within the customer’s estate.
• Oversee consumables management and replenishment across the customer’s fleet.
• Deliver ongoing training to the customer on managed devices and solutions.
• Support the Lexmark Site Operations Manager with continuous communication on operational issues.
• Provide reports and attend customer/operational meetings as vijf required.
• Work with Lexmark and the customer to identify and implement operational, process,)(((or service improvements.
• Recommend and implement solutions to improve productivity, increase efficiencies, and reduce costs.
• Seek opportunities to increase automation and reduce the need for manual intervention and escalations.
• Develop and maintain the Operations Manual, including implementation procedures and escalation processes.
• Ensure alignment with the customer’s technical architecture and provide input on emerging technologies and future opportunities.
• Coordinate with Lexmark service partners where direct service is not offered.
• Ensure continuity of service through coordination with offshore teams.
• Monitor service delivery across the customer’s estate to maintain service levels and reputation.
• Identify training requirements and coordinate delivery with Lexmark resources to benefit both customer and Lexmark.

• Experience managing projects, preferably with multi‑disciplined teams.
• Experience with application deployment using remote technologies.
• Strong technical background with a minimum of three (3) years of systems experience.
• Experience with IT Service Management (ITSM) systems.
• Experience with Print Management solutions.
• Proficiency with Microsoft applications and related technologies.

• Knowledge of Microsoft applications, web applications, and print driver architecture.
• Knowledge of networks, routers, switches, servers and common operating systems.
• Ability to interact in a team environment and maintain a positive focus towards customer satisfaction.
• Experience with Remedy, Service Now or other ITSM systems.

• High level of business maturity, poise and alertness. Ability to work well with diverse personalities.
• High energy level, comfortable performing multifaceted projects alongside normal activities.
• Mindset that enables solving complex problems in a fast‑paced environment while delivering on service promises.
• English language proficiency.

Required qualifications:

Systems experience, ITSM knowledge, and strong communication skills.

Location:

London, England, United Kingdom

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:

-linear-Information Technology