Manager Service Delivery

2 maanden geleden

Zaandam, Nederland Ahold Delhaize Voltijd

-Zaandam
Bachelor
Finance
Bachelor
Global Support Office
The Netherlands

What do we offer?
- To be courageous
- To live wholeheartedly
- To keep growing
- What do you bring?
- A customer centric focus
- A positive attitude
- A service-oriented attitude
- Why Ahold Delhaize
- Huge Impact
- Work with fun and smart colleagues
- (Inter)national growth opportunities
-Go straight to:

Make a choice
- How you can
make a difference

- Ready for an international job opportunity with an impact and significant responsibilities? Let’s meet, and maybe you will manage our corporate IT systems soon._

**Your new office**

Helping people eat well, save time, and live better. That is what Ahold Delhaize (54 million weekly customers, 410k colleagues) stands for. As one of the world’s largest and most forward-thinking food retail groups, our global family of local brands creates inspiring shopping experiences. Whether people shop at brick-and-mortars, prefer quick pick-ups, or opt for the convenience of ordering online, Ahold Delhaize delivers.

We are growing our business quickly but responsibly. We advocate and accelerate sustainable retailing, responsible sourcing, supporting local communities, and helping customers make healthier choices in a world in transition. That requires the courage and wholeheartedness to have convictions and stand up for what we believe in. It also takes a growth-hacking mindset: tomorrow’s opportunities call for tomorrow’s skills. But most of all, it requires us to be there for the people and communities we serve.

**Tasks**

Acts as a team player, collaborating closely on the day-to-day within a team of peers managing a
- d set of IT Applications and related vendors and processes
- Ensures adherence to the relevant (ITIL/PM) processes and participates/owns the roles and activities defined therein for the Service Owner
- Escalation contact for IT Applications-related Incident Tickets, works with representatives of the business as well as support partners in considerably decreasing ticket volumes - may be requested to join in a Major Incident Mgmnt System
- Participates in operational Problem Management
- and Change Management processes by requesting, assessing, and validating relevant Tickets
- Ensures support performance meets or exceeds SLA, OLA, KPI, and other goals and targets agreed on the IT Applications Services
- Responsible for identification and targeting of structural improvements in the operational IT Applications Services, support-partner performance, and system availability and operational efficiency
- Negotiates, agrees, and documents appropriate processes and/or process improvements with representatives of the business and support partners
- Monitors (on a daily basis) and produces reporting on the performance of service delivery levels and the related service providers’ delivery of the agreed level of service
- Ensures a consistent IT service quality level to the business by introducing risk reduction measures and recovery options
- Supports and/or leads in the performance of IT (Security) Controls and Audits and ensures IT Applications-related systems and activities are in full compliance with policies and regulations
- Acts as SPOC towards support partners and relevant (business) project teams
- Active participation in receiving the services within transitions

**Requirements**:

- Minimum 5 to 8 years of relevant experience in similar operational IT role(s): Service (Delivery) Manager, Transition Manager, Project Manager, Release, Change, Problem Manager, IT Operations Manager, etc.
- Core competencies: ITIL Certified, Project Management, Stakeholder Management, Incident and Request Management, Crisis Management, Agile Methodology, Influence without Authority, Vendor Management, Solid communication and presentation skills
- Familiarity with the retail industry is a plus
- Comfortable with working in multi-vendor, internationally dispersed environment
- Highly experienced in working with IT Service Management Toolsets such as ServiceNow
- Ability to act autonomously
- “Can do” attitude
- Willingness to travel long distance (approximately once per quarter)
- Be part of 24/7 rotation Major Incident Management process (managing major incidents, one week in every 6 to 8 weeks)
- Professional level in English
- Relevant Bachelor or Master's Degree (e.g. Business Administration, IT Management)

**What we offer**

At Ahold Delhaize we aim to grow, and this is only possible if you grow along with us. And as we work together to build on our brand and your career, you can count on (based on 40 hours per week).
- Access to best-in-class guidance and inspiring training to shape your development and career
- 20 vacation days, and Personal Budget for you to decide whether to spend it on 12,5 extra vacation days, discounts or a pay-out
- Flexible working hours working from home as well as from our vibrant HQ in Zaandam
- A laptop and a smartphone
- An excellent pension plan wi

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