Analyst Tech Service Management

Primary Purpose

The Major Incident Management (MIM) Analyst is responsible for leading the response to major incidents at Ahold Delhaize USA. This role ensures the swift and effective resolution of major incidents, facilitates communication and coordination between various teams, stakeholders, and executives, and acts as the liaison during crisis events. The MIM Analyst oversees communication processes, drives adherence to best practices, continuous improvement initiatives, and root cause analysis.

Work schedule:

3 in‑person days at a core office (Salisbury, NC; Chicago, IL; Quincy, MA) and 2 remote days. Applicants must be currently authorized to work in the United States on a full‑time basis.

• Lead the execution of best‑in‑class practices for the major incident management (MIM) response team.
• Ensure the quality and effectiveness of MIM processes, ensuring compliance with related procedures, data models, policies, and technologies.
• Manage the rapid response for major incidents, ensuring proper execution across IT teams, vendors, and stakeholders.
• Oversee the communication lifecycle for major incidents, providing timely, accurate, and clear updates through appropriate channels, including communication with senior executives.
• Collaborate with Executive Leadership to provide guidance and recommendations on major incident responses.
• Coordinate with Service Desk(s), Command Center, Service Delivery teams, suppliers, and Infrastructure/Application support teams for seamless execution of major incidents.
• Maintain adherence to ITIL standards, ensuring that governing, monitoring, and assessment processes are continuously followed.
• Proactively identify trends and potential issues in the environment, collaborating with IT functions to implement preventative measures.
• Drive continuous improvement initiatives, focusing on optimizing supplier performance and collaborating with IT Operations to improve business outcomes.

• Bachelor’s degree in Computer Science, a technical field, or Business Administration (equivalent certifications/experience considered).
• 3+ years of experience in a relevant technical or incident management role, with experience leading teams.
• Proven ability to manage and execute mid to large projects independently, from initiation to closure.
• Experience in developing, maintaining, and enforcing policies, procedures, standards, and guidelines.
• Strong understanding of IT infrastructure and application operations.
• Excellent analytical, leadership, and presentation skills, with the ability to communicate effectively at all levels of the organization.
• Ability to manage priorities and drive issues to resolution, ensuring timely delivery of tasks and objectives.
• Familiarity with both Waterfall and Agile development methodologies.

• Postgraduate degree or advanced training/certifications in relevant fields.
• 2+ years of experience working with Agile teams and in a Product/Platform‑based operating model.
• ITIL v4 Foundation certification.
• Retail or grocery industry experience.
• Up‑to‑date knowledge of current IT trends and innovations.
• Previous experience in Major Incident Management at a mid‑ or large‑sized organization.

Salary Range

ME/NC/PA/SC: $75,040 – $112,560
IL/MA/MD/NY: $86,320 – $129,480