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Service Delivery Manager I - Retail Business Services

Company: Retail Business Services
Location: Portland
Posted on: November 22, 2020

Job Description:

About Retail Business Services Retail 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 I Position Location Scarborough, ME or Quincy, MA or Landover, MD or Salisbury, NC 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 bull 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. bull Responsible for ServiceNow Performance Analytics administration. bull Responsible for creation and management of Service Level definitions within ServiceNow for suppliers. bull Responsible for understanding and developing ad-hoc management reporting, service targets, monthly KPI reports, business ready dashboards and various ancillary analyses. bull Responsible for oversight of IT processes in support of managing and maintaining IT Services such as Incident, Problem, Change, Service Request and the linkage relating these areas via the CMDB process. bull Provide reporting dashboards via ServiceNow Performance Analytics across multiple service providers into a integrated service view. bull Provide service level reporting across mulitple 3rd party suppliers to provide individual performance reporting as well as well as end to end performance metrics. bull Maintain the ITSM process framework across the IT landscape to ensure sufficient support processes are in place to meet established service levels and business requirements. bull Provide process related dashboards and analysis across the ITSM framework. 2. Service Introduction bull 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. bull Work with counterparts in the outsourcer(s) organizations to develop and manage service levels. bull Maintain the ITSM framework to meet the requirements of audit. Provide audit reporting on a quarterly basis. Requirements Basic Qualifications bull Bachelor's Degree or relevant experience bull 5 -8 years in a service delivery role preferably in an outsourced model, providing performance reporting Skills and Abilities bull ServiceNow Performance Analytics Administration bull Knowledge of ITIL processes bull Knowledge in ITSM software such as ServiceNow bull Strong analytical and reporting skills bull Very detail oriented bull Excellent customer service skills bull Strong communication skills bull Relationship skills bull Ability to work independently bull Decision making skills in high pressure situations bull Customer focused dicejob

Keywords: Retail Business Services, Portland , Service Delivery Manager I - Retail Business Services, Other , Portland, Maine

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