Johnson Matthey
Job Family:
IT
As the Service Delivery Manager, Manufacturing Platforms, you will be responsible for managing support team (support analysts and vendors) within Engineering that drive operational support for the various manufacturing applications.
You will have end to end accountability for all production operations and services to ensure a seamless and consistent user experience and will provide support to the business. This role will be responsible for establishing a mature state within application support across our Manufacturing landscape, including both strategic and legacy Applications.
Johnson Matthey IT (JM IT) is Johnson Matthey’s global IT function responsible for ensuring that our IT capabilities are not only able to support and integrate technologies but can also offer insight into future IT tools that could provide us with a competitive edge and improved operating efficiencies.
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. You can be part of that success story.
Your responsibilities:
Service Management: Oversee the entire service lifecycle, including fulfilling service requests, managing incidents and problems, and proactively identifying potential issues.
Performance & Improvement: Continuously monitor and improve service performance, focusing on stability, security, maintainability, and adherence to SLAs and KPIs. Develop and maintain a service improvement roadmap aligned with stakeholder needs.
Service Reporting & Communication: Regularly generate service reports, sharing production issues, service performance data, technical debt insights, and service model updates with key stakeholders. Clearly communicate the impact of these issues and propose solutions.
Compliance & Governance: Ensure services are delivered within the JM IT Service Management Framework and meet all relevant audit and compliance controls.
Change Management: Work closely with Service Introduction teams to ensure smooth project transitions into production environments, adhering to established processes.
Vendor Relationships: Manage relationships with suppliers and their teams, guaranteeing adherence to SLAs and proactive identification and escalation of any issues.
Requirements for the role:
Suitable tertiary qualifications in Information Technology or equivalent experience
Proven experience in a systems Application delivery role
Experience in medium to large, preferably international and multi-site environments
Strong combined technical understanding of the Systems business process and technical landscape
Team management experience (4+ years), preferably across Global teams.
Authenticity: Gaining other people’s trust by demonstrating openness and honesty, behaving consistently, and acting in accordance with moral, ethical, professional, and organizational guidelines.
How you will be rewarded:
We offer a competitive compensation and benefits package including bonus, excellent pension contributions and 25 days annual leave (varies for shift-based roles).
At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world’s biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM .
