We’re AD/01, the tech studio that builds the future of food retail. Whether it’s in-store aisles, online baskets, or behind-the-scenes operations, we innovate the daily food experiences for farmers and families, grandmas and greengrocers, and pickers and packers alike. 

We’re part of the Ahold Delhaize network, one of the world’s largest global food retail groups and a leader in both supermarkets and e-commerce. With 19 strong local brands in Europe, the United States, and Indonesia, we create a meaningful difference for our customers, our people, and the world around us. And we’re looking for the freshest minds excited to create the recipe for change.

Your new role and environment.

In your role as Service Delivery Manager IT Finance, your main goal is to contribute to the uptime of our global IT applications for Finance (SAP S/4 Hana and peripheral systems). 

More concrete: it's to scale, deliver, support and continuously improve. You do this within set timelines and budgets, and with due consideration of our high service level quality. You apply this quality to delivering IT Services, ITIL processes, security policies, and other processes that you have discussed with your stakeholders. You also monitor, control, and report on the requirements that you put in place, the solutions you build, and the results that arise. 

With success, you plan and execute delivery ensuring compliance of security, privacy, and regulatory. Furthermore, you are responsible for making structural improvements in the operational IT applications services, operational efficiency, system availability, and support-partner performance. We are a dynamic organization.

Key responsibilities of your role.

•    Acts as a team player, collaborating closely on the day-to-day within a team of peers managing a shared set of IT applications, including and around SAP s/4 Hana, and related vendors and processes.
•    Ensures adherence to the relevant (ITIL/PM) processes and participates/owns the roles and activities defined therein for the Service Owner.
•    Escalation contact for IT related incident tickets, works with representatives of the business as well as support partners in decreasing ticket backlog and preventing ticket inflow
•    Hosts and participates in operational incident-, problem- and change management processes.
•    Ensures support performance meets or exceeds predefined metrics, and other agreed targets. 
•    Responsible for identification and targeting of structural improvements in the operational landscape, support-partner performance, system availability and operational efficiency
•    Negotiates, agrees, and documents appropriate processes and/or process improvements with representatives of the business and support partners
•    Monitors and produces reporting on the performance of service delivery levels and the related service providers’ delivery of the agreed level of service. Plus actively pursuing opportunities to improve the quality of our service 
•    Supports and/or leads the performance of IT (Security) Controls and Audits and ensures our systems  and activities are secure and in full compliance with policies and regulations
•    Acts as SPOC towards support partners and relevant (business) project teams
•    Lead or guide the onboarding of new services 
•    Taking part of weekly rotation schedule, as Manager on Duty (managing major incidents 24/7)

What’s in it for you?
We ask a lot. (We’re looking for the best, after all). But we offer a lot, too. 

So, what do we have in store for you? We offer flexible hours and a hybrid working model, allowing you to work both from home and at the office. We provide competitive benefits to support health, well-being and your professional growth. This includes: a significant budget on the benefit platform and a yearly bonus. At AD01 we welcome everyone, just the way you are, and encourage individual growth with valuable opportunities and a worldwide across-brand network.

Requirements.

•    Must have knowledge of Finance processes and technical background within IT Finance area
•    Minimum 5 years of relevant experience in similar operational IT role(s): Service (Delivery) Manager, Transition Manager, Project Manager, Release, Change, Problem Manager, IT Operations Manager, etc.
•    Knowledge and experience with SAP s/4 HANA, SAP MDG, SAP GRC, Solution Manager
•    Core competencies: ITIL Certified, Project Management, Stakeholder Management, Incident and Request Management, Crisis Management, Agile Methodology, Influence without authority, Vendor Management, solid communication and presentation skills
•    Experience with outsourced support
•    Experience with managing other IT services like SAP ECC, Hyperion EPM, OneStream, MS Azure Cloud, Mulesoft integrations is a plus.
•    Familiarity with the retail industry is a plus
•    Comfortable with working in multi-vendor, internationally dispersed environment
•    Highly experienced in working with IT Service Management Toolsets such as ServiceNow

Apply now

If you’re excited to help us grow, then please apply now. If you feel like you might not tick all the boxes but have the skills and personality we’re looking for, then please also apply now!

Got questions? Don’t be shy. Mladen Matić, at mladen.matic@delhaize.rs, has answers.

For us, diversity means being inclusive of thoughts and skills, generational differences, LGBTQ+, gender, race and ethnicity, disabilities, nationalities and more. We accept everyone for who they are.