Service Delivery Analyst

Address: USA-MA-Quincy-1385 Hancock Street
Store Code: Service Delivery - Incident & Escal (5145457)
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.
Primary Purpose:
The Service Delivery Retail & Operations Analyst drives and executes the day to day delivery of services for all of retail and infrastructure technology technical support. This analyst will drive the day to day execution for facilitation of technical resolution of second and third level (moderate to complex) technical support teams. This Analyst interfaces closely with our core suppliers that provides technical support and coordinates as needed with the third level technical support teams for timely resolution. This Analyst helps drive the root cause analysis and implementation of corrective and preventative actions in partnership with the MIM team, End User services team, and application teams.
Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC, Chicago, IL, Quincy, MA.
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties & Responsibilities:

• Drive, implement, and execute technical support that coordinates moderate to complex technical issues for resolution to support our local brands of Ahold Delhaize USA
• Drive, implement and execute a rapid resolution to non-major incidents and ensures continual performance improvement
• Create and define continuous improvement of our supplier performance and defines new ways of working improvements for improved business delivery
• Create, design, implement and execute supplier performance and attainment of all agreed upon service levels as well as supplier accountability on delivery of technical support
• Work cross-functionally across service operations to create, define and implement solutions that ensure consistent and efficient resolution of moderate to complex technical issues at Ahold Delhaize USA local brands
• Leverages critical technical tools to manage performance and technical support such as ServiceNow, monitoring tools, performance Analytics, etc.
• Identifies trends and anticipate problems in the environment and work with various IT functions to implement preventative measures
• Stay informed about industry trends, emerging technologies, and best practices in system integration, using this knowledge to enhance your skills and contribute to the team's success
• Ensure operational stability of a 24/7/365 grocery retail environment by providing technical support, system monitoring, and issue resolution which may be required during off-hours, weekends, and holidays as needed

Qualifications:

• Bachelors Degree in Computer Science or Technical field and Masters Degree in Technology and/or Business related field
• Equivalent trainings/certifications/experience equivalency will be considered
• 5 or more years of equivalent experience in relevant job or field of technology
• Experience in an advanced role or technical capacity, leading teams directly or indirectly
• Experience in guiding, training or onboarding team members in relevant technologies, capabilities or skillsx
• ITIL Certified v4 foundations
• Experience developing and maintaining policies, procedures, standards, and guidelines
• Solid understanding IT infrastructure and applications operations
• Strong analytical, problem solving and presentation skills
• Strong leadership skills including the ability to interact with personnel, build strong relationships at all levels and understand business imperatives
• Excellent written and verbal communication skills; ability to communicate up, down, and across the business.
• Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
• Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies

Preferred Qualifications:

• Post graduate degree, advanced training and or certifications in relevant field/s of study preferred
• 3 or more years' experience in Agile teams and or Product/Platform based operating model
• Experience in retail or grocery preferred

Salary Range: $92,640 | $115,800 | $138,960
At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent. Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.
We offer an experience where our associates are valued; Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.
We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.
Job Requisition: 430159_external_USA-MA-Quincy