Hybrid IT Service Delivery & Operations Analyst

Ahold Delhaize USA; Salisbury (NC); Hybrid; USD 93,000 - 139,000; Full time

Job summary

Ahold Delhaize USA is seeking an experienced Help Desk Operations Lead to own health, performance, and incident management across internal teams and external partners. You will monitor incidents, queues, aging work, and SLAs, while guiding major incident leadership and remediation efforts.

This hybrid role requires at least 5 years in technology operations, strong ServiceNow skills, and collaboration with cross-functional teams to drive stability and improved customer support.

Qualifications

• 5+ years of relevant technology experience.
• 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 with minimal direction.
• Highly collaborative with proven experience partnering & influencing.

Responsibilities

• Monitor service desk performance, ticket backlogs, aging incidents, service queues, and SLA attainment across internal and external teams.
• Identify operational risks and trends to proactively address issues before disruption.
• Coordinate major incident activities and communications during high-impact outages.
• Escalate chronic service issues and SLA breaches to improve accountability and resolution.
• Facilitate daily operational reviews and incident recovery discussions with stakeholders to align on remediation actions.
• Track remediation plans from identification through completion to ensure accountability.

Skills

Experience (5+)

Communication

Planning & delivery

ServiceNow reporting

Project ownership

Collaboration

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

Ahold Delhaize USA is seeking an experienced Help Desk Operations Lead to own health, performance, and incident management across internal teams and external partners. You will monitor incidents, queues, aging work, and SLAs, while guiding major incident leadership and remediation efforts.

This hybrid role requires at least 5 years in technology operations, strong ServiceNow skills, and collaboration with cross-functional teams to drive stability and improved customer support.