Hybrid IT Help Desk Process Improvement Lead

Ahold Delhaize USA; Salisbury (NC); Hybrid; USD 93.000 - 139.000; Vollzeit

Benefits dieser Stelle

Hybrid work schedule

Zusammenfassung

Ahold Delhaize USA, a division of the global food retailer, seeks an experienced Service Delivery/ITSM lead to govern Help Desk operations, drive process maturity, and ensure ITIL-aligned service management across internal teams and external partners. The role emphasizes knowledge management, problem management, and continuous improvement to deliver measurable business value.

Hybrid role with 3 in-person days at Salisbury, NC and 2 remote days; applicants must be authorized to work in the United

Qualifikationen

• 5+ years of equivalent experience in technology or related field.
• 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.
• Leads mid to large projects from start to finish and works independently with minimal direction.
• Highly collaborative with proven ability to partner and influence across teams.

Aufgaben

• Establish, maintain, and govern Help Desk processes, service standards, and governance for consistent delivery.
• Conduct performance reviews with internal teams, vendors, and partners to improve accountability.
• Lead enterprise knowledge management by overseeing articles, SOPs, and support documentation to improve resolution and self-service.
• Coordinate root cause investigations and drive corrective actions with cross-functional teams to improve service stability.
• Lead continuous improvement programs using metrics, trends, and feedback to enhance service quality and customer experience.
• Ensure adherence to ITIL-based practices and governance; monitor compliance and drive improvements.
• Identify and champion automation opportunities across Help Desk and support ops to improve efficiency and scalability.
• Manage action plans and report results to sustain improvements and business value.
• Support audit, compliance, and risk management by ensuring documentation integrity and evidence collection.

Kenntnisse

ServiceNow reporting

Project management

Stakeholder communication

Process improvement

Collaboration

Ausbildung

Bachelor's degree

Advanced training/certifications

Tools

ServiceNow

Jobbeschreibung

Ahold Delhaize USA, a division of the global food retailer, seeks an experienced Service Delivery/ITSM lead to govern Help Desk operations, drive process maturity, and ensure ITIL-aligned service management across internal teams and external partners. The role emphasizes knowledge management, problem management, and continuous improvement to deliver measurable business value.

Hybrid role with 3 in-person days at Salisbury, NC and 2 remote days; applicants must be authorized to work in the United