IT Service Delivery Manager

Johnson Matthey Plc
Royston, UK
29 Sep 2019
31 Oct 2019
Contract Type
Full Time
The Company:

Johnson Matthey is a FSTE100 multinational speciality chemicals and sustainable technologies business headquartered in the UK. Our vision is for a world that's cleaner and healthier; today and for future generations. We apply our cutting-edge science to create solutions with our customers that make a real difference to the world around us.

We are currently in the process of global IT transformation with several large programmes running and about to start.

We currently have a need for an IT Service Delivery Manager to join the team on a permanent basis in our Royston office.

The Service Delivery Manager reports to the Head of IT Service Management and is accountable for high quality service to customers ensuring that KPIs and Service Levels are agreed and delivered to customers and key stakeholders. The role forms part of the Infrastructure and Operations leadership team to drive and shape the future of Infrastructure services within Johnson Matthey.

Key responsibilities

The Service Delivery Manager is accountable for the following activities and others which may arise through the development of the role:
  • Develop the services and strategies ensuring they are in line with JM IT strategy working closely with appropriate architects and business stakeholders.
  • Deliver services within the JM IT Service Management Framework.
  • Develop and maintain a service roadmap indicating short, medium and long-term service improvements and the associated benefits and risk reductions.
  • Foster a culture of collaboration, promoting the sharing of information and expertise across the organisation, along with its customers and suppliers.
  • The development, maintenance and promotion of service catalogue.
  • Reporting on service performance to stakeholders.
  • Management of associated vendors/3rd party suppliers.
  • Develop, publish and implement agreed SLA's, OLA's and UC's and demonstrate performance against the targets
  • Ensure the services are delivered to meet all relevant audit and compliance controls.
  • Ensure that the services are operated within agreed costs and constraints; exceptions are reported and escalated.
  • Maintain strong working relationships with business stakeholders, acting as the interface between the business and IT Operations.
  • Create and maintain P1 incident documentation, manage business relationship and upgrade of incidents to P1.

Are you the ideal candidate?

You will have:
  • Demonstrable IT and business work experience with a broad range of exposure to various technical environments and business segments
  • Experience in establishing and managing of offshore delivery capabilities
  • Extensive experience in service delivery, shared services, resource management and management of third parties in the delivery chain
  • Demonstrated breadth and in-depth knowledge of IT service delivery
  • Solid understanding of current industry-standard architecture, platforms and solutions that support global businesses
  • Broad understanding of the current and emerging technology trends, service management service desk and desktop support in a complex global multi-vendor environment
  • Strong working knowledge of governance, compliance and security policies and their application in a global business environment
  • Excellent oral and written communication skills, as well as an ability to communicate effectively with various levels of staff
  • Solid planning, financial and performance management skills

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