Manager Services Delivery

Address: USA-MA-Quincy-1385 Hancock Street Store Code: Service Deliv-Inc and Escalatn (2761845) Retail Business Services, ranked No. 25 on Fast Company's 2022 100 Best Workplaces for Innovators, is the services company of leading grocery retail group Ahold Delhaize USA, currently providing services to five omnichannel grocery brands, including Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the scale of the local brands to drive synergies and provides industry-leading expertise, insights and analytics to local brands to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued.For more information, visit https:// www.retailbusinessservices.com . Primary Purpose This position is responsible for developing, managing, and directing performance reporting and process management for support services to ensure they meet business needs and IT requirements. This role is primarily responsible for overseeing and delivering the implementation and management of IT Services performance reporting and analytics for senior level leaders in the Ahold Delhaize USA companies. This position will need to interface closely with the Service Delivery and Senior Leadership Teams on the implementation of IT Service Management processes and dashboard analytic reporting. This position will require a strong knowledge of company IT and business processes and will provide performance metrics regarding the IT Services provided by multiple service providers across the domain to ensure that services are being delivered as required to meet the needs of the business. Duties and Responsibilities Performance Management• Responsible for design, build and regular maintenance of ServiceNow Performance Analytics tool which provides IT Service metrics metrics to identify the success of the services being utilized. • Responsiblie for ServiceNow Performance Analytics administration.• Responsible for creation and management of Service Level definitions within ServiceNow for suppliers.• Responsible for understanding and developing ad-hoc management reporting, service targets, monthly KPI reports, business ready dashboards and various ancillary analyses.• Responsible for oversight of IT processes in support of managing and maintaing IT Services such as Incident, Problem, Change, Service Request and the linkage relating these areas via the CMDB process.• Provide reporting dashboards via ServiceNow Performance Analytics across multiple service providers into a integrated service view.• Provide service level reporting across mulitple 3rd party suppliers to provide individual performance reporting as well as well as end to end performance metrics.• Maintain the ITSM process framework across the IT landscape to ensure sufficient support processes are inplace to meet established service levels and business requirements.• Provide process related dashboards and analysis across the ITSM framework.Service Introduction• Interface with Service Delivery and the Solution teams to implement and improve the Service Introduction process guiding the implementation of new solutions and changes into assigned areas. • Work with counterparts in the outsourcer(s) organizations to develop and manage service levels.• Maintain the ITSM framework to meet the requirments of audit. Provide audit reporting on a quarterly basis.• 30% travel requiredQualifications • Bachelor's Degree or equivalent trainings/certifications/experience equivalency will be considered• 5 -8 years in a service delivery role; preferably in an outsourced model, providing performance reporting• Strong analytical and reporting skills as well as a in depth understanding of IT Service Management processes, high level understanding of application, infrastructure and network and business processes5 or more years' experience directly responsible for guiding, training, or onboarding team members in relevant technologies, capabilities or skills• Strong knowledge of analytical reporting tools such as ServiceNow Performance Analytics and creating Performance Analytics Dashboards within ServiceNow• Knowledge of ITIL processes• Exceptional written and verbal communication and presentation skills• Exceptional customer service skills #li-mm1 #zr Retail Business Services is 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. We provide reasonable accommodations to applicants and employees with disabilities. As important as what we do is how we do it. Our team embodies our values of Courage, Care, Teamwork, Integrity and Humor in everything that they do. We have a culture of care that values and celebrates the qualities and perspectives that make us all unique.If you have a disability and require assistance in the application process, please contact our Talent Acquisition Department at tad@retailbusinessservices.com. Job Requisition: 276605externalUSA-MA-Quincy1212022