Director II - IT Service Operations

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

MAULDIN, SC

Ahold Delhaize USA

<p class="p1"><strong><br />Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands &ndash; Food Lion, Giant Food, The GIANT Company, Hannaford and Stop &amp; Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.</strong></p> https://www.adusa.com/

keywords: position summary,performance,operations,leadership,analysis,support,experience,education,skills,initiative,communication,proficiency

Full Time - Hybrid

N/A

Overview: The IT Service Operations Leader will drive and lead the strategy, and execution that provides end-to-end view of all critical services to deliver a proactive and predictive service model to drive stability and reliability for specific area of the business they would be responsible for including: Supply Chain/HR/Finance/Corp Functions, Omnichannel/Data, Customer Experience/Merch/Loyalty, and Retail/Infrastructure. This leader will partner closely with the Observability team to design, develop, and implement the necessary tools and practices to build out a complete end-to-end view of services with all monitoring and event management capabilities enabled to detect anomalies and identify events to prevent business disruption for their specific area of the business.<br /><br />This leader is also responsible for all Major Incident Management in the Command Center to deliver rapid restoration of services and driving root cause analysis and proper problem management governance. This leader will drive and deliver a model through which all suppliers leverage and integrate with to ensure proactive response, rapid response, and seamless delivery of restoration services. This leader will be responsible for all Major Incident Managers and ensuring they are driving all critical incidents to resolution, ensure proper business and executive leader communication throughout all events. This leader will be accountable for the delivery of all service levels by our suppliers and driving business available improvements throughout the environment. This leader will ensure a cohesive digital command center with our multi-supplier (MSP's) for an aligned way of working and delivery of services. This leader will partner closely with the IT Operations team, IT Engineering teams, Infrastructure, and Data to ensure rapid restoration of services are completed along with continuous improvement practices are instrumented for continued service improvement and reliability.<br /><br />This leader will engage and communicate with Executive level leaders across the organization and will provide executive level briefings, updates, and reporting as needed on the status and health our services.<br /><br />Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC, Chicago, IL, Quincy, MA, Carlisle, PA, Scarborough, ME, Hyattsville, MD and Mauldin, SC.<br /><br />Applicants must be currently authorized to work in the United States on a full-time basis.
Responsibilities: <ul> <li>Leads the build out of the end-to-end service views with the Observability team leveraging the various monitoring tools and drives the integration with ITOM, Event Management, Service Mappings, CMDB.</li> <li>Leads all major incident managers and drives rapid restoration of all critical IT incidents across the organization including driving coordination, resolution and communication across all levels of the organization.</li> <li>Drives supplier performance and attainment of all agreed upon service levels as well as supplier accountability on delivery of services.</li> <li>Delivers services dashboards to show overall views of the various critical services including real time visibility to the health of services, overall availability and continually orchestrates anomaly detection throughout the environment.</li> <li>Drives root cause analysis of all critical outages including driving all remediation activities to eliminate any repeat events and further stability/resiliency across the organization.</li> <li>Drives to minimal level 3 IT Operations maturity standard and implements practices to move to level 4 and 5.</li> <li>Defining service health and key performance indicators to drive reliability and business value.</li> <li>Governing, monitoring, and assessing IT operational practices to ensure proper ITIL standards are executed.</li> <li>Identifies trends and anticipates problems in the environment and work with various IT functions to implement preventative measures.</li> <li>Responsible for service level governance and execution.</li> <li>Drives and defines the continuous improvement of our supplier performance and partners with IT Operations on ways of working improvements for improved business outcome.</li> <li>Manages technical teams that are able to navigate all of the critical services.</li> <li>Additional job duties may be assigned as needed to meet the needs of the business and support our Values.</li> </ul>
Requirements: <ul> <li>Master's Degree in Computer Science, Technical field and/or Business-related field.</li> <li>Equivalent trainings/certifications/experience equivalency will be considered.</li> <li>15 or more years of equivalent experience in relevant job or field of technology.</li> <li>13 or more years of equivalent experience in an advanced role or technical capacity, leading teams directly or indirectly.</li> <li>11 or more years of experience directly responsible for guiding, training or onboarding team members in relevant technologies, capabilities or skills.</li> <li>Strong leadership skills including the ability to collaborate and build strong relationships at all levels and translate technical topics into understandable outcomes and business/financial impacts.</li> <li>Excellent verbal, written, and presentation skills with demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally and influence outcomes.</li> <li>Proficiency in performing risk, business impact, control, and vulnerability assessments, and in defining treatment strategies.</li> <li>Experience developing and maintaining policies, procedures, standards, and guidelines.</li> <li>Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure.</li> <li>Be a single point of contact for escalated topics from the Executive leadership team.</li> <li>Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies.</li> <li>Experience in device and deployment engineering, managing ITSM processes, and managing technologies and deployment teams.</li> <li>Solid understanding of and demonstrated ability to apply Agile methodologies.</li> <li>Proficiency in performing risk, business impact, control, and vulnerability assessments, and in defining treatment strategies.</li> <li>Key Skills: Leadership skills including active listening, clear and concise verbal and written communications, strategic thinking, creativity, flexibility, ability to inspire and grow talent and adapt to changing business needs and work well in a team-oriented environment.</li> </ul> <br /><br /><strong>Preferred Qualifications:</strong><br /><br /> <ul> <li>Post-graduate degree advanced training and or certifications in relevant field/s of study preferred.</li> <li>13 or more years of experience in Agile teams and Product/Platform based operating model and advancing technical capability in team members.</li> <li>Experience in retail or grocery industry.</li> <li>Successful demonstration of working on complex programs spanning multiple technologies and across various functions in a value stream.</li> <li>Proven business and financial acumen and the ability to manage multiple areas while balancing technical requirements with business needs and affordability.</li> <li>Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA (Service Level Agreement) compliance, and general vendor relationship management.</li> <li>Ability to effectively interact and engage with Executive team members.</li> <li>Proactively partners with technology and business leaders to gather and interpret requirements for existing and modern technology deployments.</li> <li>Leverages influencing and negotiation skills across IT and the enterprise to enable cost-effective and innovative shared solutions in achievement of enterprise goals.</li> <li>ITIL Certificate.</li> <li>Up-to-date knowledge of latest IT developments.</li> </ul>