Ahold Delhaize is one of the world's largest food retail groups and a leader in both supermarkets and e-Commerce. Its family of great, local brands serves more than 50 million customers each week in Europe, the United States and Indonesia. Together, these brands employ more than 420,000 associates in more than 7,000 grocery and specialty stores. Our Global Support Office (GSO) is based in Zaandam in the Netherlands, but GSO associates also work in all the countries we serve. This team supports all our great local brands in finance, HR, IT, legal, communications, sustainable retailing, and other key functions. . 

Job Objective:

Responsible for managing and directing all service support and delivery actions to ensure they meet business needs and IT requirements. This role is primarily responsible for overseeing the day-to-day delivery of services in a manner

that meets or exceeds established service levels and conforms to ADUSA policies and expectation. This position will need to interface closely with the solution teams on the implementation of solutions and on changes.

This position has responsibility across the domain including Network, EUC Distributed Computing and Applications and requires strong knowledge to support those areas.

Key Result Areas / Goals:

• Responsible for the Strategy and ownership and resolution of service issues involving production applications (e.g. network outages, failed applications, hardware failures) Coordinate functions between solution teams and service providers to ensure timely resolution of incidents.

• Review daily service metrics which identify the success of the services being utilized. Make recommendations to Service Management and coordinate the implementation of changes to services and service levels for continuous improvement.

• Work with counterparts in the outsourcer(s) organizations to negotiate service level issues. Manage 3rd party vendor relationships to optimize service.

• Work with the solution teams and service providers to ensure that sufficient support resources are available to meet established service levels and business requirements.

• Work with service providers to drive root cause analysis and the implementation of corrective and preventive measures.

• Interface with solution teams to coordinate the implementation of new solutions and changes into assigned areas.

• Works with the Service Delivery Performance to recommend actions to maintain or improve service levels.

• Work with counterparts in the outsourcer(s) organizations to negotiate service level issues. Manage 3rd party vendor relationships to optimize service. Work with the solution teams and service providers to ensure that sufficient support resources are available to meet established service levels and business requirements.

Context:

The delivery role is accountable for end-to-end service delivery to ensure the provisioning of technical support to guarantee the delivery of IT services. Will work directly with the service providers to address service

shortfalls in the delivery of services across the domain. This role serves as an escalation point for critical incidents and drives resolution of those issues ensuring that the right resources with the required skills are engaged and coordinate the recovery processes.

This position requires strong problem-solving skills; facilitation skills; be able to drive resolution of incidents through others; strong technical skills in the area assigned.

This position has subject matter expertise in supplier contracts within the domain and will have great influence on determining the outcome.

The role will use general software tools. Proficiency in Remedy or a similar service management toolset is required.

Strong oral and written communication skills are required in that this role will communicate with Leadership.

Requirements:

• Bachelor’s Degree or relevant experience
• 5 -8 years in a service delivery role; preferably in an outsourced model
• SAP Software experience
• SAP Finance experience
• Knowledge of ITIL processes
• Knowledge in ESM software
• Very detail oriented
• Excellent customer service skills
• Strong understanding of the contractual terms with our service providers
• Strong communication skills
• Relationship skills
• Ability to work independently
• Decision making skills in high pressure situations
• Customer focused
• Travel- 15% between corporate offices

The GSO sets global strategies frameworks, facilitates the sharing of best practice and encourages economies of scale. Great examples include sharing technology and digital know-how, so we can continue to lead in online and in-store retailing, setting global targets for healthy and sustainable products-including reducing food waste, use of plastics and making our products healthier to use and eat, and championing development for our future leaders-from learning about the digital mindset to leading our stores of the future.

Under the federal Transparency in Coverage rule, group health plans are required to make publicly available machine-readable files that include in-network rates and out-of-network allowed amounts and billed charges. Click  the link to view the in-network rates and out-of-network allowed amounts and billed charges under the welfare benefits plan in which GSO participates

We are an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.