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Incident & Change Coordinator

Hours per week
40 hours

Incident & Change Coordinator 

We are GrandVision, well-known by our retail banners such as Pearle, Vision Express, Charlie Temple, Apollo, Solaris, and many more! Our global store network are the go-to locations for all the top brands in the eyewear industry, including Ray-Ban, Oakley, Esprit, Carrera, but also popular for our comprehensive selection of exclusive and indie brands.

GrandVision operates several 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. 

The application support of SAP ERP, OMS and MES applications has been outsourced to 3rd parties. The Incident & Change Coordinator plays a critical role in ensuring the high availability and performance of GrandVision’s global business application services. 

The Incident & Change Coordinator is responsible for making 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. 

Your responsibilities will include:

  • Oversee and guide the day-to-day operational execution of incidents, changes and service request.

  • 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. 

We also believe you have:

  • At least 3 years’ experience in the domain of IT Service Management

  • Agile ways of thinking and working

  • A strong customer orientation

  • Strong interpersonal and communication skills – you know the importance of building cross functional relationships and collaborate with all professional levels

  • A bachelor degree

About the team you will be joining:

A tech-native, largely remote, highly independent and trained team of professionals. The 25-person team with GV-own as well as external resources has a central role in the digital transformation of a truly global retail leader.


Our workplace is hybrid; we offer the flexibility to work 2 days a week from home with a working from home bundle incl. chair and screen etc. provided to support this.

We offer a competitive salary in line with the international retail sector. We are looking forward to discussing your salary expectations during the interview. In addition to the above, we offer a scope of great benefits including (but not limited to):

  • Dutch pension plan with employer contribution of 8%

  • Employee net investment scheme

  • Employee Purchase Option for glasses, contact lenses and sunglasses

  • Subsidized lunches and free fruit at the office

  • Commuting expenses reimbursed

  • Discount on various partner insurance

  • The option to work from abroad for a specified time

  • Flexibility on annual leave planning with option to purchase additional days

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.

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.

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.

After decades of collaboration and two years of efforts and relentless work to make it a reality, EssilorLuxottica and GrandVision officially became part of the same organization as of 1 July, 2021. Going forward, as part of the EssilorLuxottica family, GrandVision will be able to truly unlock its full potential, and that of the optical industry, by exploring new paths in product development, digitalization, distribution and innovation.

At the very core have always been our people, who day after day elevate the importance of vision as a basic human right and bring the best eyewear possible to the market. As part of the Group's deeply-rooted culture and values, we are committed to taking care of our employees around the globe and helping them thrive and grow.

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:

Recruitment agencies: As we have a dedicated in-house recruitment team, all our positions are strictly no agencies. Please refrain from contacting our staff with prospective candidates as they will not be taken into consideration.

Application process

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

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