Director IT End User Support

Address: USA-NC-Salisbury-2085 Harrison Road
Store Code: Service Delivery-Store Technology (5145416)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose

The End User Support Director will manage and direct all activities of end user support interactions including all Retail Help Desk Services, Corporate Help Desk Services, eCommerce Operational services, Executive end user support services, and end user device engagement support. This leader is also responsible for the continuous improvement and assurance of the end user experience to drive user enhancements in the engagement models through technology, process or people. Additionally, this leader is responsible for all brand engagement escalations and performance metrics with resources working in concert with the Business Relationship managers to drive reporting needs, escalation needs, and IT service improvements.

• Drive the delivery of an optimized, efficient and effective Retail Help Desk supporting all of our brands and systems within those brands
• Responsible for all first and second level support for retail brands including single store escalation needs and experiences
• Responsible for all first level corporate support for all corporate associates in the US and ensures an optimized user experience for associates to report issues, follow up, escalate
• Responsible for all Executive IT support for the US that includes concierge IT support for all SVP's and above in the organization - they are to ensure all top leaders in the organization are well supported and their IT experiences are optimal
• Drives the overall continuous improvement and experience for first level IT support engagement with our business - this leader is to drive the modernization approach to how we deliver support, make it easy for our business community and ensure a consistent and positive customer experience for all first level interactions
• Responsible for and drives business relationship service delivery reporting needs working closely with all Business Relationship Managers to provide performance metrics, continuous improvement plans, brand escalation needs
• Collaborate and partners with IT Operations team, Digital Command Center to ensure all incidents are documented and transitioned with quality and all ITIL practices are adhered
• Partners with Brand leaders to provide reporting metrics on IT services, Executive level recap reporting, and continuous improvement plans for delivering support services
• Responsible for Corporate campus technology experiences to ensure audio/video systems are working and usability is consistent for all campuses
• The successful candidate will be a technically versed resource with excellent customer service skills.
• This candidate will lead a diverse set of people across multiple locations and act as the main point of contact for technical issues impacting our workstation environment, as well as effectively interact with Executive team members and other leaders across the organization.

• Masters Degree in Computer Science, Technical field and/or Business related field
• Equivalent trainings/certifications/experience equivalency will be considered
• 15 or more years of equivalent experience in relevant job or field of technology
• 13 or more years of equivalent experience in an advanced role or technical capacity, leading teams directly or indirectly
• 11 or more years of experience directly responsible for guiding, training or onboarding team members in relevant technologies, capabilities or skills
• Strong leadership skills including the ability to collaborate and build strong relationships at all levels and translate technical topics into understandable outcomes and business/financial impacts
• Excellent verbal, written, and presentation skills with demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally and influence outcomes
• Proficiency in performing risk, business impact, control, and vulnerability assessments, and in defining treatment strategies
• Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
• Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management
• Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies
• Experience in a technology capability oversight role supporting end user PCs, collaboration tools, and associated hardware and software
• Experience leading an end user computing function supporting PCs, Windows/Mac operating systems, application deployment, file and print services, Active Directory move/add/change, and Microsoft 365 tools and apps
• Well-developed skills in presentation building and process mapping

• 13 or more years of experience in Agile teams and Product/Platform based operating model and advancing technical capability in team members
• Experience in retail or grocery industry
• Successful demonstration of working on complex programs spanning multiple technologies and across various functions in a value stream
• Proven business and financial acumen and the ability to manage multiple areas while balancing technical requirements with business needs and affordability
• Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA (Service Level Agreement) compliance, and general vendor relationship management
• Ability to effectively interact and engage with Executive team members
• Proactively partners with technology and business leaders to gather and interpret requirements for existing and modern technology deployments
• Leverages influencing and negotiation skills across IT and the enterprise to enable cost-effective and innovative shared solutions in achievement of enterprise goals
• ITIL Certificated
• Up-to-date knowledge of latest IT developments