Hybrid IT Service Analytics & Reporting Lead

ADUSA Corporate Support; Milford Terrace (NC); Hybrid; USD 93,000 - 139,000; Full time

Job summary

Ahold Delhaize USA is seeking an Analytics Lead for IT & Technology to own the strategy, development, and delivery of Help Desk analytics, reporting, and performance measurement. You will transform operational data into actionable insights to inform leadership decisions and drive service improvements.

Based in Salisbury, NC, this hybrid role requires US work authorization and entails partnering with technology leaders, service owners, and vendors to align performance with strategic priorities.

Qualifications

• 5+ years of equivalent experience in technology or IT analytics.
• Excellent written and verbal communication; ability to communicate across the organization.
• Strong knowledge of ServiceNow reporting and ticket monitoring.
• Plans, prioritizes and drives issues, tasks, and deliverables from concept to closure.
• Highly collaborative with proven experience partnering & influencing.

Responsibilities

• Develop and enhance dashboards, KPIs, and real-time service visibility for leadership.
• Create executive reports translating data into actionable business insights.
• Analyze ticket volume, aging, resolution and service demand to identify risks.
• Perform root cause analysis and track corrective actions to reduce disruptions.
• Establish and refine KPI frameworks for internal teams and external providers.
• Lead initiatives to improve efficiency and customer satisfaction through data-driven actions.
• Support forecasting, workload planning, and budget analyses from historical data.
• Partner with technology leaders, service owners, vendors and stakeholders to align objectives.

Skills

Data analysis

ServiceNow reporting

Stakeholder communication

Education

Bachelor's degree or higher

Tools

ServiceNow

Job description

Ahold Delhaize USA is seeking an Analytics Lead for IT & Technology to own the strategy, development, and delivery of Help Desk analytics, reporting, and performance measurement. You will transform operational data into actionable insights to inform leadership decisions and drive service improvements.

Based in Salisbury, NC, this hybrid role requires US work authorization and entails partnering with technology leaders, service owners, and vendors to align performance with strategic priorities.