Regional IT Service Operations & BRM Manager (EMEA & APAC)

Responsible for regional on-site technology operations across EMEA and APAC manufacturing sites, providing operational leadership and acting as the primary Business Relationship Manager (BRM) for sites with on-site engineers. The role ensures effective alignment between Technology services and business priorities while operating within established frameworks and standards.

Typical Accountabilities

Operational Delivery

• Oversee day-to-day on-site operations across EMEA & APAC sites, ensuring consistent service delivery in line with agreed standards
• Monitor site performance, risks, and issues, coordinating appropriate actions to maintain service quality and reliability
• Drive continuous service improvement initiatives across the region
• Support regional operational projects, audits, and compliance activities

Business Relationship Management

• Act as the primary Business Relationship Manager (BRM) for EMEA & APAC sites with on-site engineers, serving as the key interface between Technology and regional business stakeholders
• Maintain a strong understanding of regional business priorities and operational challenges to support alignment of technology services to business needs
• Work closely with the Service Delivery and Operations Manager to support demand intake, prioritisation, and escalation, in line with agreed processes and available capacity
• Translate business requirements into clear, actionable technology demand for delivery teams
• Ensure BRM activities are captured as Continuous Service Improvement (CSI) items, supporting visibility, prioritisation, and governance
• Support clear ownership, progress tracking, and communication of outcomes
• Provide day-to-day line management of on-site engineers across EMEA & APAC sites, supporting performance, development, engagement, and consistent ways of working
• Work collaboratively with global and regional Technology teams to ensure effective service delivery and alignment

Required Skills & Experience

• Degree in Information Technology, Computer Science, Engineering, or related field (or equivalent experience)
• Certifications in service or project management (e.g., PRINCE2, PMP) are a plus
• Strong grasp of enterprise IT foundations
• Networking (LAN/WAN/WiFi, VLANs, site connectivity)
• Endpoint & asset management, imaging, and lifecycle
• Incident, Problem & Change processes and tooling (e.g., ITSM platforms)Server/Cloud basics (Windows Server, O365, Azure) and identity fundamentals
• Experience with manufacturing technology (IT/OT) preferred
• Understanding of IT/OT boundaries, uptime needs, and security requirements
• Familiarity with global support models, resolver groups, and service desk operations
• Experience with audit, compliance, and risk management processes
• Ability to interpret and produce technical documentation, site diagrams, standards, and runbooks
• Strong operational management experience within a manufacturing or multisite environment
• Proven Business Relationship Management (BRM) experience within a global organisation
• Proven track record managing global or regional operations
• Excellent stakeholder and relationship building skills
• Strong understanding of onsite operations, service delivery, and incident/problem management
• Ability to challenge, influence, and hold stakeholders accountable at all levels
• Comfortable working across culturally and operationally diverse environments
• Proactive and solutions focused
• Able to balance independence with strong cross‑functional collaboration

What we offer

• Discretionary Annual Bonus
• Private Medical Insurance
• Up to 5% matched pension contribution
• 4x annual salary life assurance
• 25 days annual leave plus bank holidays
• Extra paid day off for your birthday
• Paid day off for volunteering
• Employee discounts through MyDiscounts platform
• Salary Sacrifice Car Scheme
• Holiday Purchase Scheme
• Cycle to work scheme
• Employee Assistance Programme

This is a hybrid role, with 3 days per week based in our Jarrow office

Ability to travel within EMEA on a regular basis is required

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