Job ID: 391821
CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, cement, asphalt, readymixed concrete and paving and construction services in North America. Our operations span North America with 24,100 employees at close to 1,300 locations in 44 US States and 6 Canadian provinces.
This role represents a source of accountability for the standardization and governance of our service design, delivery, and continual improvement processes. The Infrastructure Service Design and Delivery Analyst will work across multiple functions to develop processes that will ensure successful design and delivery of all services across Cloud, Data Center, Network, Telecom, and Database technologies. As part of those responsibilities this role will be accountable for governing the established processes and developing KPI's that are communicated to business and IT leadership. This role will own the lifecycle management of the infrastructure service catalog, the implementation and governing of continual improvement processes through SLA's and core KPI measurement activities. Additional responsibilities of this role include all services provided by 3rd party vendors which will be measured and tracked by the same processes as our internally delivered services.
Key Responsibilities (Essential Duties and Functions)
Create, maintain, and govern key ITIL processes and workflows for the overall design, build, maintenance, and break/fix of all infrastructure related systems.
Establish key ITSM processes for incident, request, and problem management workflows within infrastructure to enable continuous improvement across all services.
Manages the design and development of the Continual Service Improvement processes for infrastructure.
Works with IT Leaders to assign service improvement roles and responsibilities.
In collaboration with business leaders, senior management, and stakeholders, plan and establish SLAs that support business goals for the entire IT infrastructure services portfolio throughout the enterprise.
Determine scope and objectives for all SLAs; deliver techniques, practices, and procedures for SLA formation and administration in a manner that best protects company interests.
Assist business units in developing and implementing policies and procedures where SLAs are concerned.
Evaluate and understand detailed process performance and reliability, providing technical analysis and evaluations to implement continuous improvement plans for people, process and technology as required.
Collaborate with our 3rd party vendors on existing process performance through SLA's and KPI's identifying area's for continual improvement.
Prepare Key Performance Indicators (KPI) and perform trend analysis to improve the availability, incident, problem management and overall service delivery processes.
Development of process and system performance KPI's that ensure service objectives and SLA's are being met.
Ensuring monitoring tools are in place to gather data for KPI management.
Partner with IT Governance to implement processes that ensure compliance is maintained across all infrastructure systems and applications.
Establish and maintain strong working relationships with Executive Team, Managers, Business Relationship Managers, Process Owners and key stakeholders.
Keep senior management informed by preparing reports, dashboards, and other appropriate written/oral communications on system performance, problems, solutions, and strategies.
Meet with decision makers, systems owners, and end users to define business requirements and systems goals, and identify and resolve business systems issues.
Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
University degree or college diploma in the field of information technology or business administration, or an acceptable combination of education and experience.
Certifications in ITIL, Microsoft, Cisco are a plus.
Ability to travel up to 10% as required by business needs
Strong background with ITIL practices for IT service management.
Practical knowledge of applied statistical analysis.
Extensive practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts.
Some experience in project management environment is an asset.
Excellent analytical, problem-solving, and mathematical skills.
Excellent written and oral communication skills.
Excellent listening and interpersonal skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to deal tactfully with employees and contractors who provide a broad spectrum of services.
Strong customer service skills and orientation.
General knowledge of budgetary management.
Experience at working both independently and in a team-oriented, collaborative environment is essential.
Can conform to shifting priorities in service level strategies, demands, and timelines through sound analytical capabilities.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Able to communicate with others by telephone and in person.
Able to utilize a computer for word processing, email communication, and preparation of documents and presentations.
May require sitting for extended periods of time.
Usually, normal office working conditions. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet.
The position may require work outside of normal business hours.
The statements included in this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Other duties may be assigned as required. Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
What CRH Offers You
CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.
If you're up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!
CRH Americas Materials Inc. is an Affirmative Action and Equal Opportunity Employer.
EOE/Vet/Disability--If you want to know more, please click on this link .