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Operational IT Service Manager - Europe, Gliwice

Client:

Johnson Matthey

Location:

Gliwice, Poland

Job Category:

Other

EU work permit required:

Yes

Job Reference:

5d4ed070de1f

Job Views:

17

Posted:

23.01.2025

Expiry Date:

09.03.2025

Job Description:

Job Family: Service Management and ITIL

Together for a cleaner, healthier world.

Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals, and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more than 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come.

Reporting to the Senior Operational IT Service Manager (SOSM), the Operational IT Service Manager (OSM) has full responsibility for the delivery and quality of ‘live’ IT services at assigned locations. The standard of IT services is documented within agreed KPIs and Service Levels. The OSM has responsibility for the day-to-day management and service delivered by the Support Services team at assigned locations.

Your responsibilities:

1. Maintain strong working relationships with business stakeholders, acting as the interface between the business and IT Operations.
2. Manage the overall Support Service activities at the assigned locations.
3. Responsible for the line management and development of the Support Service Technicians (SSTs) who report into this role. Ensure direct reports are undertaking their role to the required standard, whilst providing a point of escalation for any issues, guidance and support directs may have.
4. Direct Management of the SSTs at assigned locations (between 5 and 10 FTE) and act as escalation point for that team.
5. Develop and maintain a service improvement roadmap indicating short, medium, and long-term service improvements along with associated benefits and risk reductions, ensuring alignment with appropriate architects and stakeholders.
6. Foster a culture of collaboration, promoting the sharing of information and expertise across the organisation, its customers, and suppliers. Act as a champion for the function’s values and cultures, demonstrating and openly encouraging behaviours within the team.
7. Ensure regular meetings with IT and the business at assigned locations are run, in accordance with the agreed governance structure.

Requirements for the role:

1. Bachelor’s degree or relevant professional qualification
2. At least 3 years’ experience in an IT Service Delivery role
3. People Management skills
4. Understanding of business processes and performance measures
5. ITIL Foundation v4 Foundation
6. Active experience & exposure to Microsoft & Desktop technologies.

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