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Manager, IT Operations and Service Management

Date: Aug 16, 2019

Location: Nashville, TN, US, 37228

Company: A. O. Smith Corporation

Company / Location Information

Water technology is one of the fastest-growing industries in the world, and, as a leading global water technology company, A. O. Smith Corporation is at the center of the trend. We are a $3 billion company with 144-year history and employ more than 16,000 men and women. With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, A. O. Smith has the global reach to serve customers worldwide. We have sales and distribution in more than 60 countries around the world. A. O. Smith is committed to continuous improvement, not just in its factories and its processes, but in its people.  We value people who can analyze problems and take rapid, decisive action. 


What is great about this opportunity?

  • You will be joining a stable, but growing organization committed to strong financial performance, strategic acquisitions, global expansion and the highest ethical standards of conduct.
  • You will be representing a company that makes products that improve quality of life and are considered top of the line.
  • You will be joining a cohesive team that supports each other in accomplishing shared goals.

Primary Function

A.O. Smith is seeking a passionate and motivated manager to oversee the company’s IT Operations and Service Management capabilities. The job requires working with a diverse community of business partners and stakeholders across multiple international locations. It not only includes the day to day management of these capabilities, but the design and deployment of additional ITIL services supported by a recently implemented ITSM solution.  The role comes with an enormous opportunity to grow professionally, functionally, technically and personally in an efficient and collaborative team atmosphere.


  • Ensures all sites are supported through the management of a centralized Service Desk and local end user support personnel.
  • Responsible for the lifecycle management of IT assets to include: capital acquisition, production deployment, maintenance of a global inventory, and licensing compliance of hardware and software assets.
  • Provides strategic leadership and tactical oversight in the management of enterprise operational personnel, processes, and technologies such as: workplace productivity solutions, an IT Service Management platform, and infrastructure and application monitoring solutions.
  • Builds high performance teams through staff development, recruitment and retention
  • Acts as the organizational champion of the IT Service Management (ITSM) program and lead the design, implementation, and continuous improvement of ITIL capabilities such as: incident management, request management, change management, problem management, the Service Catalog, event management, and service level management.
  • Lead the design and implementation of a centralized infrastructure and application monitoring solution.
  • Work with senior IT leadership to create and publish an IT scorecard that measures overall departmental performance, improvement, and value contribution towards the strategic objectives of A.O. Smith.


  • Bachelor’s degree in Information systems, computer science, or related field
  • Five or more years of management experience, including running infrastructure, operations, and service desk teams with breadth from multiple IT disciplines
  • Knowledge of and experience implementing ITIL / Service Management frameworks and best practices
  • Demonstrated ability to think strategically and drive the design and implementation of enterprise projects within the scope of responsibility

We Offer

Great people make our organization great and because of that we offer free parking and ergonomic friendly work spaces and employee discounts on water filtration products.  In addition, we offer competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance

Nearest Major Market: Nashville

Job Segment: Operations Manager, Service Manager, Manager, Information Systems, Operations, Customer Service, Management, Technology