#426306_external_USA-MA-Quincy
of the end user experience to drive user enhancements in the engagement models through technology, process or people. Additionally, this leader is responsible for all brand engagement escalations and performance metrics with resources working in concert with the Business Relationship managers to drive reporting needs, escalation needs, and IT service improvements.
This leader will be responsible for both internal and outsourced suppliers to ensure all performance metrics such as SLA's, SLO's, or business outcome metrics defined are met. Additionally, this leader will own the Executive Support team that provides concierge IT support for our senior most leaders in the organization including the CEO. This leader will drive the strategic direction of the end user and help desk model to ensure optimal experiences are achieved along with financial viability. Additionally, this leader will help ensure end user experiences are met in our corporate campuses ensuring our audio/video equipment is maintained and leveraged consistently by the end user community.
Duties & Responsibilities
Drive the delivery of an optimized, efficient and effective Retail Help Desk supporting all of our brands and systems within those brands
Responsible for all first and second level support for retail brands including single store escalation needs and experiences
Responsible for all first level corporate support for all corporate associates in the US and ensures an optimized user experience for associates to report issues, follow up, escalate
Responsible for all Executive IT support for the US that includes concierge IT support for all SVP's and above in the organization - they are to ensure all top leaders in the organization are well supported and their IT experiences are optimal
Drives the overall continuous improvement and experience for first level IT support engagement with our business - this leader is to drive the modernization approach to how we deliver support, make it easy for our business community and ensure a consistent and positive customer experience for all first level interactions
Responsible for and drives business relationship service delivery reporting needs working closely with all Business Relationship Managers to provide performance metrics, continuous improvement plans, brand escalation needs
Collaborate and partners with IT Operations team, Digital Command Center to ensure all incidents are documented and transitioned with quality and all ITIL practices are adhered
Partners with Brand leaders to provide reporting metrics on IT services, Executive level recap reporting, and continuous improvement plans for delivering support services
Responsible for Corporate campus technology experiences to ensure audio/video systems are working and usability is consistent for all campuses
The successful candidate will be a technically versed resource with excellent customer service skills.
This candidate will lead a diverse set of people across multiple locations and act as the main point of contact for technical issues impacting our workstation environment, as well as effectively interact with Executive team members and other leaders across the organization.
Required Qualifications
Masters Degree in Computer Science, Technical field and/or Business related field
Equivalent trainings/certifications/experience equivalency will be considered
15 or more years of equivalent experience in relevant job or field of technology
13 or more years of equivalent experience in an advanced role or technical capacity, leading teams directly or indirectly
11 or more years of experience directly responsible for guiding, training or onboarding team members in relevant technologies, capabilities or skills
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
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
Proficiency in performing risk, business impact, control, and vulnerability assessments, and in defining treatment strategies
Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management
Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies
Experience in a technology capability oversight role supporting end user PCs, collaboration tools, and associated hardware and software
Experience leading an end user computing function supporting PCs, Windows/Mac operating systems, application deployment, file and print services, Active Directory move/add/change, and Microsoft 365 tools and apps
Well-developed skills in presentation building and process mapping
Preferred Qualifications
13 or more years of experience in Agile teams and Product/Platform based operating model and advancing technical capability in team members
Experience in retail or grocery industry
Successful demonstration of working on complex programs spanning multiple technologies and across various functions in a value stream
Proven business and financial acumen and the ability to manage multiple areas while balancing technical requirements with business needs and affordability
Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA (Service Level Agreement) compliance, and general vendor relationship management
Ability to effectively interact and engage with Executive team members
Proactively partners with technology and business leaders to gather and interpret requirements for existing and modern technology deployments
Leverages influencing and negotiation skills across IT and the enterprise to enable cost-effective and innovative shared solutions in achievement of enterprise goals
ITIL Certificated
Up-to-date knowledge of latest IT developments
#LI-CW1 #LI-Hybrid
ME/NC/PA/SC Salary Range: $161,600 - $242,400
IL/MA/MD Salary Range: $185,840 - $278,760
#LI-CW1 #LI-Hybrid #DiceJobs
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.
We offer an experience where our associates are valued; Diversity, Equity, Inclusion and Belonging are infused in our business and our employees are representative of the communities that we serve. We believe in total wellness, which encompasses a blend of physical, financial and emotional wellness.
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.
Job Requisition: 426306_external_USA-MA-Quincy