Address: USA-PA-Carlisle-1149 Harrisburg Pike Store Code: Service Deliv-Inc and Escalatn (2761851)
Retail Business Services is the services company of leading grocery retail group Ahold Delhaize USA, providing services to five East Coast 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 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.
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 RBS 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 RBS 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. Issue 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.
3. Executive Deskside Support
The role requires a high level of technical proficiency and requires an individual with executive presence and strong communication skills.
Must quickly and effectively diagnose, and resolve issues related to Macintosh, PC's, mobile devices, printers, and video conferencing.
Customer focused, passionate about the end user experience, enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools
Stay current on technology in order to best recommend solutions and products that enhance user productivity, needs, and expertise.
Analyze issues and trends, determine root causes and troubleshoot for resolution.
Ability to setup, support and troubleshoot audio visual and video conferencing equipment for large scale meetings
Additional job duties may be assigned as needed to meet the needs of the business and support our Values.
2+ years in a service delivery role; preferably in an outsourced model
Very detail oriented
Excellent customer service skills
Basic understanding of the contractual terms with our service providers
Strong Audio/Video skills
Strong communication skills
Ability to work independently
Knowledge of ITIL processes
Knowledge in ESM software
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.
About Retail Business Services
Retail Business Services, LLC, is the services company of Ahold Delhaize USA, currently providing services to six East Coast grocery brands, including Food Lion, Giant Food, GIANT/MARTIN'S, Hannaford and Stop & Shop, as well as the country’s largest online grocery retailer, Peapod. 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. For more information, visit www.retailbusinessservices.com.