Vacancy expired!
About Retail Business Services
Retail Business Services is the services company of leading grocery retail group Ahold Delhaize USA, providing services to five omnichannel grocery brands: Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the size and scale of the local brands to provide industry-leading expertise, insights and analytics 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 www.retailbusinessservices.com or follow us on LinkedIn and Twitter. Position Title: Service Delivery Manager IPosition Location: Scarborough, ME Position Summary: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. This position will need to interface closely with the Service Delivery and Solution Teams on the implementation of IT Service Management Processes and dashboard analytic reporting. This position will require a strong knowledge of RBS 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 be delivered as required to meet the needs of the business. Principle Duties and Responsibilities:1. 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. • Responsible 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. 2. 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 requirements of audit. Provide audit reporting on a quarterly basis. Requirements Basic Qualifications:• Bachelor's Degree or relevant experience• 5 -8 years in a service delivery role; preferably in an outsourced model, providing performance reportingSkills and Abilities:• ServiceNow Performance Analytics Administration• Knowledge of ITIL processes• Knowledge in ITSM software such as ServiceNow • Strong analytical and reporting skills• Very detail oriented • Excellent customer service skills• Strong communication skills• Relationship skills• Ability to work independently• Decision making skills in high pressure situations • Customer focused#dicejobVacancy expired!