Shared Service Management Lead - Birmingham, Budapest, Dublin or Madrid
Country: Ireland
City: Birmingham, Budapest, Dublin or Madrid
Req ID: 505369
About CRH
We are CRH, committed to contributing to a more resilient and sustainable built environment through the delivery of unique, superior building materials and products for use in road and critical utility infrastructure, commercial building projects, and outdoor living solutions.
CRH is the leading provider of building materials solutions, employing c.78,500 people at c.3,390 operating locations in 28 countries. As the essential partner for transportation and critical utility infrastructure projects, CRH’s unique offering helps to deliver a more resilient and sustainable built environment.
Position Overview
The Shared Service Management Lead is responsible for the delivery of services and the management of relationships with customers, ensuring alignment between technology services and business needs, driving continuous improvement and ensuring high service performance. This leadership role requires strong interpersonal skills, technical knowledge, and the ability to manage multiple teams and processes effectively.
The position focuses on the optimisation and enhancement of our shared services offerings within technology, overseeing customers across multiple global locations to ensure consistent, compliant and high-quality delivery of our services.
Key Tasks and Responsibilities
In this role, you will:
* Act as a primary contact for customers availing of our managed services, identifying service opportunities and defining an evolving service catalogue.
* Foster a culture that prioritizes exceptional customer service, ensuring solutions and processes achieve outstanding service delivery outcomes.
* Be accountable for developing, delivering and maintaining a technology service strategy that aligns with the CRH business strategy.
* Oversee content and knowledge management associated with services offered to customers.
* Manage planning, implementation, control, review and audit of service provision to meet business requirements.
* Lead operational compliance, acting as a key contact for internal and external audit, risk and compliance.
* Oversee Asset Management and stewardship of IT assets used in service provision.
* Own and manage service management processes for all countries.
* Identify service improvement opportunities and drive their implementation.
* Support the transformation of services through optimisation and automation.
* Engage with business customers to define service level targets.
* Contribute to long-term IT strategy by aligning service management goals with business objectives.
* Manage and optimise ITSM platforms and tools supporting service delivery.
* Ensure SLOs and SLAs are established with the business.
* Communicate impacts to SLAs relating to major projects.
* Utilise data-driven strategies to enhance service delivery.
* Empower service owners to drive enhancements.
Individual Competencies
You are able to:
* Drive Results - Achieving objectives even under tough circumstances.
* Have Courage - Addressing difficult issues directly.
* Be Resilient - Rebounding from setbacks.
* Collaborate - Building partnerships to meet shared objectives.
Key Characteristics
For this role you should be/have:
* Leader – Strong leadership and interpersonal skills.
* Visionary Moderniser – Able to drive toward best-in-class technology.
* Critical thinker – Problem solver and conflict resolver.
* Customer Focused – Innovating to improve customer focus.
* Motivated – Staying motivated and handling resistance.
* Coaching – Building on strengths and improving weaknesses.
Key Functional Competencies
You possess the following:
* Prepared to breakdown organisational boundaries through collaboration.
* Proven project management skills under pressure.
* In-depth knowledge of IT service management processes and tools.
* Strong vendor management skills.
* Knowledge of service management frameworks (ITIL, ISO etc.).
* Experience driving service excellence.
* Language: English (Fluent). Desirable: Second European Language.
* Excellent communication skills across all levels.
* Excellent organisational and time management skills.
* Ability to translate business requirements into technical solutions.
* Strong stakeholder management skills.
Experience / Education
You are/have:
* 5-7 years of leadership experience in IT service management.
* College diploma or university degree in business or related field.
* Experience managing teams in shared IT services.
* Experience with ServiceNOW or similar platforms.
* Professional certifications such as ITIL, PMP, Prince2 are desirable.
* Experience in the construction materials or industrial manufacturing sector.
* Proven experience in a federated matrix model.
Other (Key) Dimensions
* Number of Managed Users: 33k+
* Headcount within the IT Operations team: 60+
* Headcount across European IT teams: 450+
What CRH Offers You
A culture that values opportunity for growth and development.
Highly competitive salary package.
Comprehensive secondary benefits.
Significant contribution to your pension plan.
Health and wellness programs.
Excellent opportunities for development with a global organization.
Connect your future to CRH
Please introduce yourself and send us your application.
CRH is an equal opportunity employer, committed to creating an inclusive work environment for all employees.
Benefits/perks may vary depending on the employment nature and country.
Note: We cannot accept applications submitted through email for GDPR purposes. Candidates must apply through our job portal.
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