Analyst Tech Service Management

ViziRecruiter,LLC.; Quincy (MA); Hybrid; USD 86,320 - 129,480; Full time

Benefits offered by this job

Incentive bonus based on company performance

Job summary

Ahold Delhaize USA is seeking a Major Incident Management (MIM) Analyst to lead incident responses efficiently. This position involves overseeing communication and compliance during major incidents while maintaining adherence to best practices.

The successful candidate will need a Bachelor's degree in a relevant field and at least 3 years of experience in incident management. The role offers a flexible/hybrid work schedule with a competitive salary range of $86,320 - $129,480 in Massachusetts.

Qualifications

• 3+ years of experience in a relevant technical or incident management role.
• Proven ability to manage and execute mid to large projects independently.
• Strong understanding of IT infrastructure and application operations.

Responsibilities

• Lead the execution of best-in-class practices for MIM response.
• Ensure quality and compliance of MIM processes.
• Manage rapid responses for major incidents across teams and vendors.

Skills

Analytical skills

Leadership skills

Communication skills

ITIL knowledge

Agile methodologies

Education

Bachelor's degree in Computer Science or related field

Job description

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

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.

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.

Requirements

• 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.

Salary Ranges

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

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

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