Shared Service Management Lead

Shared Service Management Lead

About CRH

We are CRH, and we are committed to contributing to a more resilient and sustainable built environment. We understand the wider impact our businesses can make in supporting human activity. We continue to do this 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 (NYSE: CRH, LSE: CRH) is the leading provider of building materials solutions that build, connect and improve our world. Employing approximately 78,500 people at around 3,390 operating locations in 28 countries, CRH has market leadership positions in both North America and Europe. As the essential partner for transportation and critical utility infrastructure projects, complex non-residential construction and outdoor living solutions, CRH’s unique offering of materials, products and value-added services helps to deliver a more resilient and sustainable built environment. The company is ranked among sector leaders by Environmental, Social and Governance (ESG) rating agencies. A Fortune 500 company, CRH’s shares are listed on the NYSE and LSE.

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.

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 involves enforcing best practices in ITSM frameworks (like ITIL), overseeing the lifecycle of IT services, and driving initiatives that enhance service quality, customer satisfaction, and business alignment. 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. The shared service management lead will be key to promoting a culture of continuous improvement and operational excellence across these services. The role requires overseeing customers across multiple global locations to ensure consistent, compliant and high-quality delivery of our services. The shared service manager will have a deep understanding of our services and customer expectations to ensure effective service delivery. This includes optimizing processes, anticipating potential issues, and implementing best practices to enhance customer efficiency and performance.

The Shared Service Management Lead is pivotal in driving effective IT service delivery, enhancing the customer experience, and supporting business objectives by aligning IT services with organisational goals.

Key Tasks and Responsibilities
In this role, you will:

• Act as a primary contact for customers availing of our managed services, identifying service opportunities with customers and defining a service catalogue that evolves to meet their needs.
• Foster a culture that prioritizes exceptional customer service, ensuring solutions and processes are designed and delivered to achieve outstanding service delivery outcomes for our customers.
• Be accountable for developing, delivering and maintaining a technology service strategy that delivers on customers' needs, aligns with the CRH business strategy, and has reliability, resilience and cost effectiveness as its core.
• Oversee the content and knowledge management associated with the services offered to customers, supporting service owners in the development of this material and ensuring it aligns with customer needs and is underpinned by strong capability across people, process and technology.
• Manage the planning, implementation, control, review and audit of service provision, to meet business requirements. This includes negotiation, implementation and monitoring of service level agreements.
• Lead 1st line operational compliance, and act as a key point of contact for internal and external audit, risk and compliance
• Oversee Asset Management, the overall control and stewardship of the IT assets and resources used in the provision of IT services.
• Own and manage the service management processes for all countries, including the catalogue of services and ITSM.
• Identify potential service improvement opportunities and drive their implementation to ensure required service levels and support hours.
• Support the transformation of our services through optimisation and automation to drive efficiencies in services and costs.
• Engage with the business customer to define and agree service level targets which will underpin IT services and ensure services meet these targets
• Contribute to long-term IT strategy by aligning service management goals with business objectives, supporting digital transformation initiatives and operational efficiency improvements.
• Manage and optimise ITSM platforms, tools, and technology that support service delivery, ensuring they meet evolving business requirements.
• Ensure SLOs and SLAs are established with the business and service improvement plans are developed and executed.
• Communicate the impact to SLAs relating to major projects and negotiate with relevant parties during disruptions or due to major amendments to the provision of services.
• Ensure service performance is closely monitored and communicated to the business.
• Utilise data-driven strategies to enhance service delivery. Analyse and interpret KPIs to monitor service metrics, predict trends and address issues proactively.
• Empower service owners to own their service and drive enhancements, for example, being proactive in improving service quality.

Individual Competencies
You are able to:

• Drive Results - Consistently achieving objectives, even under tough circumstances, pushing self and others to accomplish goals
• Have Courage - Stepping up to address difficult issues, saying what needs to be said.
• Be Resilient - Rebounding from setbacks and adversity when facing difficult situations.
• Collaborate - Building partnerships and working collaboratively with others to meet shared objectives

Key Characteristics
For this role you should be/have:

• Leader – Strong leadership and interpersonal skills to manage and mentor multiple teams.
• Visionary Moderniser – able to think outside the situation on the ground and drive toward best-in-class modern technology and practice.
• Critical thinker – is a problem solver and resolves conflicts.
• Customer Focused – Looks for ways to innovate to improve the focus on the customer.
• Motivated – stays motivated and can deal with resistance.
• Coaches others to build on strengths and improve on weakness; listens to and encourages regular honest feedback.
• An inclination to drill into detail and to take corrective action early and decisively.

Key Functional Competencies
You possess the following:

• Prepared to breakdown organisational boundaries through collaboration and cross staffing by building strong relationships based on trust with peers
• Proven project management skills, with the ability to work well under pressure and meet deadlines.
• In-depth knowledge of IT service management (ITSM) processes and tools.
• Strong vendor management skills, with experience managing third-party relationships.
• Knowledge of service management frameworks (ITIL, ISO etc.)
• Experience driving service excellence and operational efficiency.
• Language: English (Fluent). Desirable: Second European Language (preferred)
• Excellent Written and Verbal communication skills with people at all levels across the organisation.
• Excellent organisational and time management skills, with the ability to handle multiple priorities.
• The ability to translate business requirements into viable technical solutions.
• Strong stakeholder management skills (all directions).
• The ability to communicate complex concepts to technical and non-technical audiences.

Experience / Education
You are/have:

• Minimum of 5-7 years of leadership experience in an IT service management or a related field.
• College diploma or university degree in business, information systems, or a related technical field.
• Experience managing teams and processes within a shared IT services environment.
• Experience with ServiceNOW or similar service management platforms.
• Professional certifications such as ITIL, PMP, Prince2, TOGAF, PMBOK or similar are highly desirable.
• Experience working in the construction materials or industrial manufacturing sector.
• Proven experience of working in a federated matrix model.

Other (Key) Dimensions

• Number of Managed Users: 33k+
• Geographies Supported: 20+ Countries
• Headcount within the IT Operations team: 60+
• Headcount across European IT teams: 450+

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

• 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 send us your application.

Is this role not for you, but do you know someone who would love to join the team? Please let us know!

CRH finds it important that vacancies are shared to individuals that may find them interesting and/or could be suitable for the role

Please contact our recruitment team at 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.

Job Segment: Manager, Information Systems, Project Manager, Management, Technology