To vacancy overview

Incident and Change Coordinator

Hours per week
40 hours

Are you experience in incident and change coordination and want to join a global Optical powerhouse?

We are GrandVision, home of brands such as Pearle, Vision Express, Charlie Temple, Solaris, and more!

With 7000+ stores strong and a team of 39,000+ employed fans globally, you may not have heard of us but you’ll want to jump on the bandwagon like many other top quality candidates have and join a growing business.

Due to ongoing growth of our HQ, we are looking for an Incident & Change Coordinator who will make sure that incidents are solved within the agreed service levels and that changes to the software are designed, tested, and implemented according to the agreed and evolving change management processes.

GrandVision operates a number of global business applications to support its sales, logistical and accounting processes. The global business applications are integrated to provide end-to-end business process support to our HQ and international network of operating companies. More applications will be added to the portfolio in 2021 and the IT organization is steadily adopting an agile support model.

You will get to work autonomously as part of a dynamic team in a department which is steadily growing towards an international service department offering changing scope and ongoing challenges.

If you are someone who can proactively manage change and incident requests, collaborate closely with different operating countries and external parties, read on!

Developing Careers & Potential

Within all GrandVision companies we recruit for a career, not just a job. We are passionate about customer satisfaction and develop our people to look for growth potential within the job and within the company. Our preference is to always promote internally where possible. So, wherever people start, there’s always somewhere else to go. We strive for continuous improvement and our new recruits help us to further raise the future potential of our company. Our whole business is full of people who have gone on to achieve a successful career through experiencing a variety of different roles in different locations and area of our business. We continually support and develop our people who have the desire, ambition and potential to grow.

With customers, stores and employees located in over 40 countries, GrandVision shows diversity to be at the core of its success. GrandVision is a global company proud and committed to be an equal opportunity employer.


  • Oversee and guide the day-to-day operational execution of
  • Incident Management Process
  • Change Management Process
  • Service Request Management Process
  • Manage high priority and escalated incidents to completion.
  • Protect the availability and performance of business applications by enforcing the deployment process.
  • Work closely with business application key users at headquarters and around the world to adhere to the agreed ITSM processes, providing training, feedback and coaching as necessary.
  • Work closely with business application support partners around the world to adhere to the agreed ITSM processes.

Key skills, knowledge and experience

  • Bachelor’s degree in IT / relevant subject, or equivalent work experience.
  • 3+ years of experience in the domain of IT Service Management
  • 2+ years of experience working in an agile environment.
  • Experience includes at least incident and change management
  • Experience includes working in an international and multi-cultural setting
  • Experience in managing incident and change processes.
  • Experience in implementing and operating IT Service Management processes (e.g. ITIL)
  • Agile practitioner, usage of Jira/ Confluence suite an advantage
  • Scrum Master certification or equivalent an advantage

More about GrandVision

GrandVision is a global leader in optical retailing and delivers high quality and affordable eye care to more and more customers around the world. The high quality eye care offered by GrandVision includes a wide range of services provided by its vision expert, prescription glasses including frames and lenses, contact lenses and contact lens care products, and sunglasses both plain and with prescription lenses. These products are offered through leading optical retail banners across Europe, the Americas, the Middle East and Asia. GrandVision serves its customers in over 7,200 stores and with more than 39,000 employees which are proving every day that in EYE CARE, WE CARE MORE.


Some key figures:

  • 7,260 stores in more than 40 countries
  • 434,000 daily store visits
  • 15.1 million Eyeglass & sunglass sold
  • Over 39,000 employees worldwide
  • Revenue EUR 3.5 billion FY
  • EBITA EUR 266 million


Our vision is to provide high quality and affordable eye care to more and more people around the world. By doing so, GrandVision aspires to help them realize their full potential in life.

More about GrandVision:
Follow us on LinkedIn:

Find our Annual Report here:

NB. If you have not heard back from us after 27 days, please consider your application not to be successful.  




Application process

1. Apply
2. Questionnaire & Recruiter call
3. 1st Interview
4. Online Assessment & 2nd Interview
5. Offer
6. Hired

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