IT Help Desk Process Improvement Analyst

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

Benefits offered by this job

Hybrid work schedule

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

ServiceNow reporting

Project management

Stakeholder communication

Process improvement

Collaboration

Education

Bachelor's degree

Advanced training/certifications

Tools

ServiceNow

Job description

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

Drive process excellence, governance, knowledge management, and continuous improvement initiatives across the Help Desk and Technology Support ecosystem. Establish and maintain operational standards, governance frameworks, and service management practices that enable consistent, efficient, and high-quality support delivery across internal teams and external service providers. Ensure adherence to documented processes, knowledge management standards, compliance requirements, and ITIL-based service management practices through ongoing reviews, assessments, and stakeholder engagement. Lead service improvement efforts by leveraging operational metrics, trend analysis, audit findings, and customer feedback to reduce inefficiencies, improve service maturity, enhance knowledge effectiveness, and deliver measurable business value.

Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office location is Salisbury, NC.

Applicants must be currently authorized to work in the United States on a full-time basis.

Duties & 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.

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

Preferred Qualifications:

• Bachelors degree, Advanced training and or certifications in relevant field/s of study preferred
• Experience with ServiceNow reporting and ticket monitoring
• Experience in retail or grocery preferred

Salary Range:

$92,640-$138,960

Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.

Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.