We are CRH, and we are committed to improving the building environment. We understand the wider impact our businesses can make in supporting human activity through the delivery of superior building materials and products for use in buildings, roads, public spaces, infrastructure, and other construction areas.
CRH (LSE: CRH, ISE: CRG, NYSE: CRH) is the leading building materials business in the world, employing c.73,000 people at c.3,200 operating locations in 28 countries. It is the largest building materials business in Europe and North America, with regional positions in Asia.
Without you noticing our products, we are everywhere you live, work, and relax.
Our project portfolio includes some of the most sustainable and cutting-edge building projects around the world. Think of the asphalt on the Silverstone Grand Prix Circuit, the Paris Metro Rail project, but also the Louis Vuitton Museum in Paris, parts of the Burj Khalifa, and the Kennedy Space Centre.
CRH is looking for a Service Desk Manager to manage the performance of Level 1 support & service to Opcos (internal and external) and ensure that service levels are achieved. The aim is to ensure that customer expectations are met or exceeded. The Service Desk Manager is responsible for ensuring the staff are meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.
Key Tasks and Responsibilities
In this role you will:
Oversee Service Desk agents.
Work closely with ITIL process managers.
Manages and coordinates urgent and complicated support issues.
Act as escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
Lead the Service Desk day-to-day operations during operational hours.
Experience in leading a team of 15-20 members Service Desk Agents
Manage vendor relationships as it depends on daily operational needs.
Ensure that incidents and requests are handled according to SLAs by tracking and providing input on service performance and reporting against SLAs.
Ensure SLA’s and team KPI’s are met in view of lowering the incident count, finding the recurring issues & driving recovery or permanent fix.
Produce trend analysis and identify, prioritise, and implement operational improvements and efficiencies, ensuring that the organisation derives maximum value from services.
You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed and providing feedback up to the Service & Relationship Manager
Ensure compliance with agreed CRH incident, problem, request and access management processes and that governance and change processes and procedures are adhered to.
Produce management reporting and statistical analysis on the Service Desk’s operation, and feedback to line manager on supplier & Service Desk performance.
Train, coach and mentor Service Desk agents. Oversee staff activities. Builds knowledge management articles, training material to support ESD.
As needed, schedule employees working times and provide backup support for MIM. Interact with internal and external customers.
Responsible 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 fastest possible incident resolution and restoration by engaging the right teams and leaders from across the organization at the right time.
Drive and maintain the Service Desk process and Knowledge Management associated team procedures.
Perform regular backlog reviews.
Support RCA discussions and contributing during RCA calls with problem manager and stakeholders for relevant incidents from Service Desk Perspective.
You should be flexible with working hours in case of major incidents via standby rotation.
Stakeholders
Service & Relationship manager (Direct report)
Service & relationship management function
Major Incident Management team
Problem & Change Management
Cross-functional IT teams
Senior leadership (various) as required to support projects and initiatives
Scope
Support to 24k+ IT End Users in EMAT including C-Level
Support to AllOPCOSs in EMAT Countries
Handling Mission Critical (Business Outages such as shutting down production plants, etc)
Travel expectations: Frequent travel is expected in this role.
Key Functional Competencies and Relevant Experience
For this role, you should have:
Major Incident management (Level 5)
Incident management (Level 5)
Business process improvement (Level 4)
Business risk management (Level 4)
Service Request management (Level 4)
Customer service support (Level 4)
Your Education and Experience
You are/have:
Higher Professional level or other relevant education.
5+ years in Service Desk Management.
Experience working with Vendors
Experience managing proactive and reactive responses to service issues
Strong influencing and communication skills
Proven experience of working in a federated matrix model.
English (fluent); Second European language (preferred)
What CRH Offers You
A culture that values opportunity for growth, development, and internal promotion
Highly competitive salary package
Comprehensive secondary benefits
Significant contribution to your pension plan
Health and wellness programs, including an on-site gym and fitness classes
Excellent opportunities to develop and progress with a global organization
Connect your future to CRH
We are curious to learn more about you. At CRH, we believe our mutual differences contribute to the healthy, productive, and enjoyable workspace we create. Please introduce yourself and apply for this great opportunity.
Is this role not for you, but do you know someone who is a perfect fit? Please let us know: careers@crh.com.
CRH is an equal opportunity employer. We are committed to creating an inclusive work environment for all employees and actively encourage applications from all sectors of the community.
Benefits/perks listed above may vary depending on the nature of the employment with CRH and the country where you work.
24-Mar-2023
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