Brand Support Specialist

Category/Area of Expertise: IT & Technology
Job Requisition: 463410
Address: USA-NC-Salisbury-2110 Executive Drive
Store Code: Service Delivery-Store Technology (5145473)
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.
Primary Purpose
The Service Delivery Specialist 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. The specialist drives a collaborative partnership with the BRMs and brands to provide meaningful business outcome metrics and measures to be implemented through the various Service Delivery and Operations teams. The specialist will develop and deliver against OKRs for action planning and execution to continue to improve overall delivery of the services. The specialist is able to drive outcomes and deliverables through actions of various IT teams to ensure timely response and resolution needs are being met consistently.
Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations are: Salisbury, NC and Quincy, MA
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties and Responsibilities

• Drives the overall continuous improvement and experience for first level IT support engagement with our business - execute against a modernized approach to deliver of support services
• Drives IT escalation and support needs for their specific Brand(s) or business unit ensuring that escalations are accepted, prioritized and triaged, and communicated properly to ensure associate and brand needs are met
• 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
• Creates and reviews reporting on a daily basis to be proactive in ensuring our stores and customers are not experiencing outage or performance issues impeding their ability to work
• Responsible for Executive level reporting of IT Services for the Service Delivery and Operations organization at all levels within a Brand or business unit
• Responsible for the partnership with Brand leaders to provide reporting metrics on IT services, Executive level recap reporting, and continuous improvement plans for delivering support services
• Responsible for defining and driving the business outcome metrics

Qualifications

• Bachelor's degree in computer science, technical field and/or Business-related field
• Equivalent training, certifications/experience equivalency will be considered
• 5 or more years of equivalent experience in relevant job or field of technology
• Experience in an advanced role or technical capacity, leading teams directly or indirectly
• Takes on mid to large projects from start to finish and works independently on these efforts with minimal direction required
• Experience implementing and maintaining policies, procedures, standards, and guidelines
• Ability to work independently
• 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
• Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies

Preferred Qualifications

• Post graduate degree, advanced training and or certifications in relevant field/s of study
• 3 or more years of experience in Agile teams and Product/Platform based operating model
• Experience in retail or grocery preferred
• ITIL Certification Foundations v.4
• Up-to-date knowledge of latest IT developments

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.
ME/NC/PA/SC Salary Range: $92,640 - $138,960
IL/MA/MD/NY Salary Range: $106,480- $159,720
#LI-SS2 #LI-hybrid
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.