Analyst Tech Service Management

Ahold Delhaize; Italia; Ibrido; EUR 75.000 - 129.000; Tempo pieno

Vantaggi offerti da questo lavoro

Incentive bonus

Descrizione del lavoro

Ahold Delhaize USA is seeking an Analyst Tech Service Management to lead the Major Incident Management (MIM) response and drive rapid resolution of critical events. You will coordinate across IT teams, vendors, and executives to ensure timely updates and effective actions.

Role requires 3+ years in incident management, strong leadership and communication skills, and a solid understanding of IT infrastructure and ITIL practices. Hybrid work with set in-person/remote days.

Competenze

• Bachelor’s degree in Computer Science or related field or equivalent experience.
• Proven ability to lead teams in incident management and major incidents.
• Experience defining and enforcing policies, procedures, standards and guidelines.

Mansioni

• Lead the major incident management (MIM) response team and processes.
• Ensure MIM processes comply with procedures, data models and policies.
• Coordinate rapid incident response across IT teams, vendors and stakeholders.
• Oversee the communication lifecycle for incidents to executives and teams.
• Guide Executive Leadership with recommendations on incident responses.
• Collaborate with Service Desk, Command Center and IT operations for seamless execution.
• Maintain ITIL adherence and monitoring/assessment processes.
• Identify trends and implement preventative measures with IT functions.
• Drive continuous improvement and supplier performance initiatives.

Conoscenze

Incident management

Leadership

Communication

Formazione

Bachelor’s degree in Computer Science, technical field, or Business Administration

Postgraduate degree or advanced certifications

Descrizione del lavoro

Analyst Tech Service Management

Salary : €75,040 - 129,480 yearly

Azienda : Ahold Delhaize

Tipo Lavoro : Full Time

Location : Italy

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 Major Incident Management (MIM) Analyst is responsible for leading the response to major incidents at Ahold Delhaize USA. This role ensures the swift and effective resolution of major incidents, facilitating communication and coordination between various teams, stakeholders, and executives. The MIM Analyst acts as the liaison during crisis events, ensuring that all necessary teams are promptly engaged and aligned to resolve incidents. Additionally, the MIM Analyst oversees communication processes, driving adherence to best practices, continuous improvement initiatives, and root cause analysis.

Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations are Salisbury, NC; Chicago, IL; Quincy, MA.

Applicants must be currently authorized to work in the United States on a full-time basis.

Key Responsibilities

• Lead the execution of best-in-class practices for the major incident management (MIM) response team.


• Ensure the quality and effectiveness of MIM processes, ensuring compliance with related procedures, data models, policies, and technologies.


• Manage the rapid response for major incidents, ensuring proper execution across IT teams, vendors, and stakeholders.


• Oversee the communication lifecycle for major incidents, ensuring timely, accurate, and clear updates through appropriate channels. This includes communication with senior executives (e.g., CIO, CTO, SVP, VP).


• Collaborate with Executive Leadership to provide guidance and recommendations on major incident responses, as needed.


• Coordinate with Service Desk(s), Command Center, Service Delivery teams, suppliers, and Infrastructure/Application support teams for seamless execution of major incidents.


• Maintain adherence to ITIL standards, ensuring that governing, monitoring, and assessment processes are continuously followed.


• Proactively identify trends and potential issues in the environment, collaborating with IT functions to implement preventative measures.


• Drive continuous improvement initiatives, focusing on optimizing supplier performance and collaborating with IT Operations to improve business outcomes.

Required Qualifications

• Bachelor’s degree in Computer Science, a technical field, or Business Administration. Equivalent certifications/experience will be considered.


• 3+ years of experience in a relevant technical or incident management role, with experience leading teams.


• Proven ability to manage and execute mid to large projects independently, from initiation to closure.


• Experience in developing, maintaining, and enforcing policies, procedures, standards, and guidelines.


• Strong understanding of IT infrastructure and application operations.


• Excellent analytical, leadership, and presentation skills, with the ability to communicate effectively at all levels of the organization.


• Ability to manage priorities and drive issues to resolution, ensuring timely delivery of tasks and objectives.


• Familiarity with both Waterfall and Agile development methodologies.

Preferred Qualifications

• Postgraduate degree or advanced training/certifications in relevant fields.


• 2+ years of experience working with Agile teams and in a Product/Platform-based operating model.


• ITIL v4 Foundation certification.


• Retail or grocery industry experience is a plus.


• Up-to-date knowledge of current IT trends and innovations.


• Previous experience in Major Incident Management at a mid- or large-sized organization.

ME/NC/PA/SC Salary Range: $ 75,040- $112,560

IL/MA/MD/NY Salary Range: $ 86,320 - $129,480

All ADUSA job offers take multiple factors into consideration including, but not limited to salary range, internal equity, a candidate’s qualifications,geographic region, job-related knowledge and skills.

This position is eligible for an incentive bonus based on company performance as provided by the plan terms and governing documents.

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.

Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.

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.