Job Details

ID #12362536
State Maryland
City Landover
Job type Permanent
Salary USD TBD TBD
Source Retail Business Services
Showed 2021-04-18
Date 2021-04-17
Deadline 2021-06-16
Category Web/HTML/info design
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Service Delivery Manager I - Retail Business Services

Maryland, Landover, 20784 Landover USA

Vacancy expired!

About Retail Business ServicesRetail Business Services, LLC, is the services company of Ahold Delhaize USA, currently providing services to five East Coast grocery brands, including Food Lion, The GIANT Company, Giant Food, 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 with services including Information Technology, Merchandising, Marketing & Sourcing Services, Private Brand Products, Pharmacy Services, Not for Resale, Store Services, Financial Services, Legal Services, Communications, Supply Chain and People Systems and Services. Retail Business Services operates across seven campuses in the Greater Charlotte, Harrisburg, D.C., Portland, Boston and Chicago Areas. For more information, visit www.retailbusinessservices.com. To stay updated with the latest news, follow Retail Business Services on LinkedIn (@Retail-Business-Services) and Twitter (@RBServicesNews).

Position Title: Service Delivery Manager IPosition Location: Scarborough, ME or Quincy, MA or Landover, MD or Salisbury, NC

Position Summary:Responsible for managing and directing all service support and delivery actions to ensure they meet business needs and IT requirements. This role is primarily responsible for overseeing the day-to-day delivery of services in a manner that meets or exceeds established service levels and conforms to Ahold's policies and expectation. This position will need to interface closely with the solution teams on the implementation of solutions and on changes. This position will require a strong knowledge of Ahold business processes and will oversee the performance of service providers to ensure that services are be delivered as required to meet the needs of the business. This position has responsibility across the domain including Network, EUC Distributed Computing and Applications and requires strong knowledge to support those areas.

Principle Duties and Responsibilities:1. Performance Management • Responsible for the Strategy and ownership and resolution of service issues involving production applications (e.g. network outages, failed applications, hardware failures) Coordinate functions between solution teams and service providers to ensure timely resolution of incidents. • Review daily service metrics which identify the success of the services being utilized. Make recommendations to Service Management and coordinate the implementation of changes to services and service levels for continuous improvement.• Work with counterparts in the outsourcer(s) organizations to negotiate service level issues. Manage 3rd party vendor relationships to optimize service. • Work with the solution teams and service providers to ensure that sufficient support resources are available to meet established service levels and business requirements.• Work with service providers to drive root cause analysis and the implementation of corrective and preventive measures.

2. Service Introduction• Interface with solution teams to coordinate the implementation of new solutions and changes into assigned areas. • Works with the Service Delivery Performance to recommend actions to maintain or improve service levels. • Work with counterparts in the outsourcer(s) organizations to negotiate service level issues. Manage 3rd party vendor relationships to optimize service. Work with the solution teams and service providers to ensure that sufficient support resources are available to meet established service levels and business requirements. Requirements Basic Qualifications:• Bachelor's Degree or relevant experience• 5 -8 years in a service delivery role; preferably in an outsourced model

Skills and Abilities:• Strong communication skills• Relationship skills• Ability to work independently• Decision making skills in high pressure situations • Customer focused

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