What are the responsibilities and job description for the Director II - IT Service Operations position at Loyalty360?
Category / Area of Expertise : IT & Technology
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Job Requisition : 411132
Address : USA-IL-Chicago-300 South Riverside Plaza
Store Code : Service Delivery - Incident & Escal (5145413)
Company Overview
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, supports five leading omnichannel grocery brands. Our associates provide a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology, and more.
Primary Purpose
The IT Service Operations Leader will drive and lead the strategy and execution to deliver a proactive and predictive service model for critical services. This includes Supply Chain, HR, Finance, Omnichannel, Customer Experience, and Retail Infrastructure. This leader will partner closely with the Observability team to design, develop, and implement tools and practices for monitoring and event management capabilities to prevent business disruptions.
This leader is responsible for all Major Incident Management in the Command Center, ensuring rapid restoration of services, root cause analysis, and problem management governance. They will manage all Major Incident Managers, ensuring critical incidents are resolved and proper communication is maintained throughout. This role will ensure service level delivery by suppliers and drive continuous improvement across the environment.
Our flexible / hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Core office locations include Salisbury, NC, Chicago, IL, Quincy, MA, Carlisle, PA, Scarborough, ME, Hyattsville, MD, and Mauldin, SC. Applicants must be authorized to work in the United States on a full-time basis.
Duties and Responsibilities
- Leads the build-out of end-to-end service views with the Observability team using various monitoring tools.
- Manages major incident managers to drive rapid restoration of critical IT incidents.
- Drives supplier performance and accountability for service levels.
- Delivers service dashboards for real-time visibility of service health.
- Conducts root cause analysis of critical outages and drives remediation activities.
- Implements practices to improve IT Operations maturity.
- Defines service health and key performance indicators.
- Monitors IT operational practices to ensure ITIL standards are executed.
- Identifies trends and anticipates problems to implement preventative measures.
- Responsible for service level governance and execution.
- Defines continuous improvement strategies for supplier performance.
- Manages technical teams across critical services.
- Additional duties may be assigned as needed.
Qualifications
Preferred Qualifications
Salary Range
ME / NC / PA / SC : $160,000 - $242,200
IL / MA / MD / NY : $184,000 - $278,760
At Ahold Delhaize USA, we value diversity, equity, inclusion, and belonging. We believe in total wellness and invest in our people, empowering them to learn, grow, and deliver.
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Salary : $184,000 - $278,760
