Job Description

Job purpose

As an Operational Service and Project Manager – Americas, you will be reporting to the Senior Operational IT Service Manager (SOSM) with a dotted line into Senior Manager, Infrastructure Delivery, the role 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. The role is both supervisory and operational, requiring the OSM to assist in day‑to‑day service delivery of support tickets as well as spend ~30% doing Infrastructure project delivery.

Principal accountabilities

• Delivery of site-based projects to JMIT project governance framework
• Collaborating with sites and Infrastructure/Engineering/Cyber teams to ensure effective delivery of project
• Managing risks, issues and dependencies as part of project delivery
• Deliver services within the JM IT Service Management Framework.
• 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 Analysts (SSAs)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.
• Act as an active member of the Support Services function by performing SSA‑level tasks when required, including hands‑on hardware support, desktop troubleshooting, and local infrastructure tasks to maintain service quality.
• 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.
• Fully own defined and agreed Service Introduction tasks for all allocated Projects.
• Share acquired knowledge, management information and Key Performance Indicators with stakeholders.
• Produce regular and ad-hoc service reporting to stakeholders at assigned locations.
• Ensure regular meetings with IT and the business at assigned locations are run, in accordance with the agreed governance structure.
• Develop, publish, and implement agreed SLA’s, OLA’s and UC’s and demonstrate performance against the targets.
• Ensure the services for assigned locations are delivered meeting all relevant audit and compliance controls.
• Ensure that the services are operated within agreed costs and constraints; exceptions are reported and escalated.
• Contribute to and support the P1/2 Major Incident, Change and Problem processes as required.
• Manage customer perceptions of JMIT and build strong internal relationships.

Key requirements:

• Bachelor’s degree or relevant professional qualification
• Fluent in English and Spanish
• At least 3 years’ experience in an IT Service Delivery role
• Demonstrable IT and business work experience with a broad range of exposure to various technical environments and business segments
• Extensive demonstrated experience in stakeholder management up to and including exec level
• Understanding of business processes and performance measures
• Active experience & exposure to Microsoft & Desktop technologies
• People Management skills
• Experience of working on deployments of SAP systems and modules.
• Experience dealing with senior stakeholders from IT, the business and third parties to discuss, influence and agree on technical solutions to address business requirements.

What we offer:

We make sure salaries are fair, competitive and aligned to individual roles, experience and responsibilities. We are also supportive of hybrid and flexible working and where applicable, offer life, medical and other benefits that support our employees’ financial and physical wellbeing, such as:

• Retirement savings
• Share plans
• Saving accounts
• House saving funds
• Life and disability insurance
• Commuter allowances and loans
• Medical plans / health assessments
• Fitness discounts

Ready to make a meaningful impact on your career and the environment? Join us and help shape a sustainable future while advancing your career!

At JM, inclusivity is central to our values. We create an environment where everyone can thrive, embracing diverse perspectives to tackle challenges and ensure all colleagues feel valued and connected.

For any queries or accessibility requirements, please contact GlobalRecruit@matthey.com. We will work with you to make suitable adjustments at any stage of the recruitment process. All conversations are confidential, and your feedback is welcome to help us provide an accessible and positive recruitment experience.

To submit your application, please click the "Apply" button online.

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Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.