Vacancy: Operational IT Service Manager
Location: Queretaro - Mexico/ Pilar - Argentina
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 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 of the Support Services team at assigned locations.
Your responsibilities:
- Maintain strong working relationships with business stakeholders, acting as the interface between the business and IT Operations.- Manage the overall Support Service activities at the assigned locations.- 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.- Direct Management of the SSTs at assigned locations (between 5 and 10 FTE) and act as escalation point for that team.- 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.- 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.- Ensure regular meetings with IT and the business at assigned locations are run, in accordance with the agreed governance structure.
Requirements for the role:
- Bachelor's degree or relevant professional qualification- At least 3 years' experience in an IT Service Delivery role- People Management skills- Understanding of business processes and performance measures- ITIL Foundation v4 Foundation- Active experience & exposure to Microsoft & Desktop technologies.
We use our inspiring science and technology to enhance lives. For those who are passionate about sustainable solutions and shaping our markets, we offer stretch and a wealth of diverse opportunities.
We'll give you the freedom to bring your whole self to work and be part of a team where the difference matters and all voices are heard, that genuinely cares for you and where your contribution is appreciated. We'll empower you to lean in and make things happen, to create solutions and value for our customers. United by our values and vision, we're self-starters sharing the same values and accountability and always with a shared commitment to doing the right thing. We're passionate about making a difference and delivering a better tomorrow for us and for you - a cleaner and healthier world, today and for future generations.
Johnson Matthey is open for discussion on part-time, job share and flexible working patterns.
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How to apply:
How to apply:
If you are already a Johnson Matthey Employee, please visit the internal careers site to apply: Find Jobs - Workday
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