Operational IT Service Manager - Europe

Matthey; Gliwice; On-site; PLN 202,000 - 252,000; Full time

Benefits offered by this job

Direct employment

Hybrid working

Private medical care

Life insurance

Pension plan

Seasonal bonuses

Canteen meals

Job summary

Johnson Matthey Plc in Gliwice is seeking an Operational IT Service Manager to lead and evolve IT service delivery across the group. You will drive governance, optimize performance and work with local and global teams to ensure resilience and value.

The role focuses on building trusted relationships with senior stakeholders, developing teams, managing budgets, and guiding transitions for new technologies in production. On-site in Gliwice with hybrid options where applicable.

Qualifications

• Significant experience in IT service management within a global organisation.
• Experience in ITIL-structured support with governance, risk and compliance.
• Proven leadership with coaching and developing high-performing teams.
• Strong stakeholder management and supplier/contract management.

Responsibilities

• Lead delivery, governance and continuous improvement of IT services across multiple JM locations.
• Manage and develop Operational IT Service Managers and support teams to ensure high-performing service delivery.
• Build trusted relationships with senior business stakeholders and act as primary escalation point for critical service issues.
• Drive service improvement programmes that strengthen customer experience, resilience, service quality and value.
• Oversee service transition for major projects to introduce new technologies and services into production.
• Manage supplier performance, service governance, compliance and operational budgets against agreed outcomes.

Skills

ITSM leadership

ITIL practices

Service governance

Stakeholder mgmt

Budget planning

Vendor management

Tools

ITSM tools

Service reporting tools

Job description

Pay Range: 16 800.00 - 21000.00 PLN

At Johnson Matthey, your work will matter. As a Operational IT Service Manager, you'll join a world leader in platinum group metals with over 200 years of history. Using advanced metals chemistry, you'll help tackle the world's biggest challenges - cutting emissions, powering modern life and supporting life-saving technologies - by applying, refining and recycling metals that matter for a healthier, more sustainable, circular future.

Location: Gliwice, on-site.

The role:

As a Operational IT Service Manager, you will help drive our goals by:

• Leading the delivery, governance and continuous improvement of IT services across multiple JM locations and business areas.
• Managing and developing Operational IT Service Managers and support teams to build consistent, high-performing service delivery.
• Building trusted relationships with senior business stakeholders and acting as the primary escalation point for critical service issues.
• Driving service improvement programmes that strengthen customer experience, operational resilience, service quality and business value.
• Overseeing service transition for major projects to support the effective introduction of new technologies and services into production.
• Managing supplier performance, service governance, compliance and operational budgets against agreed outcomes.

Key skills that will help you succeed in this role:

• Significant experience in IT service management roles, leading service delivery and operations within a complex global organisation.
• Experience working in an ITIL-structured support organisation, with a strong understanding of service management practices, governance, risk and compliance.
• Practical experience using IT Service Desk and Service Management system tools to manage performance, incidents, requests and service reporting.
• Proven people leadership skills, including coaching, mentoring and developing high-performing teams.
• Strong stakeholder management skills, with the ability to influence senior leaders and manage third-party suppliers, contracts, KPIs and SLAs.
• Strong financial, planning and organisational skills, combined with a customer-focused approach to service delivery.

Even if you only match some of the skills, we'd love to hear from you to discuss further!

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:

• Direct employment within our company structure.
• Opportunity to gain valuable experience in a modern, automated production environment.
• Seasonal financial benefits (winter and summer bonuses).
• School starter kit allowance.
• Subsidised meals in the company canteen (breakfasts, lunches and vending machines with ready meals).
• Fresh fruit Wednesdays.
• Private medical care with LuxMed (basic package for PLN 1), with the option to include family members.
• Co‑financing of a sports card.
• Additional life insurance.
• Employee Referral Programme.
• Employee Pension Plan (fully funded by the employer at 4% of salary).
• Convenient location: Gliwice, Łabędy Zone.

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 [e-mail]. 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.

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks, early application is advised.

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.