Help Desk Process Improvement Lead – ITIL & Automation

Adusa; Northern (KY, NC); Hybrid; USD 93,000 - 139,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Ahold Delhaize USA in Salisbury, NC, is seeking an IT Service Management Lead to govern Help Desk operations, drive process maturity, and lead knowledge management initiatives. The role emphasizes ITIL practices, audits, and cross-functional collaboration. Hybrid work includes 3 days on-site and 2 remote days.

Applicants must be authorized to work in the United States. Experience with ServiceNow reporting and ticket monitoring is required along with strong communication skills and project

Qualifications

• Equivalent trainings/certifications/experience equivalency will be considered
• 5 or more years of equivalent experience in relevant job or field of technology
• Excellent written and verbal communication skills; ability to communicate across the organization
• Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
• Strong knowledge of ServiceNow reporting and ticket monitoring
• Takes on mid to large projects from start to finish and works independently on these efforts with minimal direction required
• Highly collaborative with proven experience partnering & influencing

Responsibilities

• Establish, maintain, and govern Help Desk operational processes, service standards, support procedures, and governance frameworks to ensure consistent service delivery, operational efficiency, role clarity, and alignment with organizational objectives
• Conduct operational and service performance reviews with internal support teams, vendors, and strategic service partners by evaluating service commitments, operational outcomes, and governance requirements to improve accountability, strengthen partnerships, and promote service excellence
• Lead enterprise knowledge management initiatives by overseeing the creation, maintenance, governance, and quality assessment of knowledge articles, standard operating procedures, and support documentation to improve resolution consistency, increase self-service adoption, and preserve institutional knowledge
• Facilitate Problem Management activities by coordinating root cause investigations, reviewing recurring incidents and systemic issues, and partnering with cross-functional teams to define and implement corrective actions that improve long-term service stability
• Lead continuous improvement programs by leveraging operational metrics, service trends, customer feedback, audit findings, and organizational priorities to identify opportunities that improve service quality, process maturity, operational effectiveness, and customer experience
• Ensure adherence to ITIL-based service management practices, organizational standards, and documented operational procedures by monitoring process compliance, identifying gaps, and driving corrective actions that improve service management maturity
• Identify, evaluate, prioritize, and champion automation opportunities across Help Desk and support operations by analyzing manual activities, repetitive workflows, and recurring service requests to improve efficiency, consistency, scalability, and resource utilization
• Govern service improvement initiatives from identification through implementation and closure by managing action plans, monitoring progress, measuring outcomes, and reporting results to ensure sustained operational improvements and measurable business value realization
• Support audit, compliance, and operational risk management activities by ensuring documentation integrity, process adherence, evidence collection, control validation, and remediation planning to maintain compliance with organizational and regulatory requirements

Skills

ITIL-based service management

ServiceNow

Knowledge management

Governance

Automation opportunities

Audit & compliance

Stakeholder engagement

Education

Bachelor's degree

Tools

ServiceNow

Job description

Ahold Delhaize USA in Salisbury, NC, is seeking an IT Service Management Lead to govern Help Desk operations, drive process maturity, and lead knowledge management initiatives. The role emphasizes ITIL practices, audits, and cross-functional collaboration. Hybrid work includes 3 days on-site and 2 remote days.

Applicants must be authorized to work in the United States. Experience with ServiceNow reporting and ticket monitoring is required along with strong communication skills and project