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Major Incident & Request Manager

Amsterdam, NH, NL


Country:  Netherlands 
City:  Amsterdam



About CRH

CRH is the leading global diversified building materials business in the world with over 3,100 locations worldwide. We manufacture and supply a diverse range of superior building materials and products, used extensively in the built environment, in infrastructure, housing and commercial construction projects, of all sizes, all across the world.


To find out more, visit our website



About the role


We are currently looking for an ambitious and enthusiastic Major Incident & Request Manager to join our IT team based in Amsterdam. 

The role is accountable for the management of two distinct processes: Major Incident & Service Request Management. It works alongside CRH IT teams and external vendors to ensure processes are understood and applied correctly. It is also responsible for developing and implementing process solutions to improve operational efficiencies for Major incident and service request handling and ensures that process workflows are developed and designed to continuously improve the end user satisfaction. This will comprise of ensuring integration with other processes, defining and reviewing process against key metrics and communicating the process to the relevant parties, all in line with CRH policies.


Main responsibilities 


In this role you'll:


  • Have end to end responsibility for the management, communication, escalation, investigation and resolution of all Major/P1 Priority incidents, ensuring Business / Customer updates are timely and of sufficient quality.
  • Lead and drive the fastest possible incident resolution and restoration by engaging the right teams and leaders from across the organization at the right time.
  • Be responsible for clear, accurate and punctual communications to internal stakeholders and customer facing teams.
  • Be responsible for chairing and driving Management and/or technical conference calls with all required stakeholders.
  • Be responsible for effective internal and vendor escalation, as and when required.
  • Document Incident Closure Reports, as well as input to the Change and Problem Management Processes as required.
  • Drive and maintain the Major Incident Management process and associated team procedures.
  • Ensure incident related SLA’s and team KPI’s are met in view of driving incident recovery and communication.
  • Own the quality assurance of Major/P1 Priority Incident tickets.
  • Design and continuously improve the IT Incident and Service Request processes
  • Be responsible for regular Incident and Service Request process reviews with IT I&O teams and developing the relevant revisions where appropriate.
  • Monitor the Incident and Request processes to ensure compliance based on process procedures and agreed SLA/OLA’s, both with internal and external teams.
  • Ensure that the correct teams are handling Incidents and Service requests and identifying team members in need of additional training or escalate if required
  • Assist in promoting the implementation of best practices by recommending innovative business and technical solutions to improve operational effectiveness.
  • Perform regular backlog reviews and the operational management of both incident and service request processes, including managing related performance reviews
  • Support RCA discussions and contributing during RCA calls with problem manager and relevant stakeholders
  •  Manage trend analysis of the Incidents per Service tower together with the Problem Manager and initiate the Problem process to drive solutions
  • Work with a number of key stakeholders including: Service & Relationship manager (Direct report); Service & relationship management function; Cross-functional IT teams; External service provider process managers; Senior leadership (various) as required to support projects and initiatives.


Experience & qualifications


To be successful in this role you'll need:


  • Required Education: Higher Professional level or other relevant education.
  • Developeed experience in ITIL process management.
  • Proven experience of working in a federated matrix model.
  • Language: English (fluent) Desirable: Second European language (preferred)


Travel expectations: Limited travel (10%) is expected in this role.



As a multinational and multicultural organization, CRH recognizes that our diverse and talented global workforce is critical to sustaining competitive advantage and long-term success. At CRH we want to challenge all of our employees to reach their full potential and play their part in the success of our business. We place a strong focus on developing and empowering our employees to help ensure that we have the talent and capabilities we need now and in the future. We also strive to provide an attractive, rewarding and stimulating modern work environment that will engage and inspire our employees to meet the ever evolving standards and expectations of our customers. 



We offer an international workplace with a lot of opportunities, freedom and flexibility. As such, self – starters who enjoy working in a challenging environment and who can play a role in shaping our future are encouraged to join CRH. We take care of our employees and therefore offer a generous total rewards package, a diverse and inclusive culture and professional development opportunities.



Date:  09-Sep-2022

Job Segment: Supply, Network, Quality Assurance, Manager, Operations, Technology, Management