Senior Manager Technology Support

• Lead a team of technology professionals oversee the performance of the Corporate and Retail Help Desks and ensure performance of ADUSA's third party partners exceed contractual expectations
• Strategic thinking and proactive problem solving
• Exceptional customer service and interpersonal skills
• Professionalism and empathy in all interactions with a customer-centered mindset.
• Adaptability and resilience in the face of changing priorities or unexpected challenges
• Keen attention to detail and commitment to quality
• Expertise in deflecting lower-level support processes to automated solutions including bots and agentic AI solutions.
• Integrity discretion and sound judgment when handling confidential information
• Professional demeanor and strong leadership skills
• Ability to manage stressful situations in a calm courteous and confident manner
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to utilize metrics and data to improve service quality and team performance
• Passion for IT and eagerness to stay current with changing technology practices
• Coordinate conduct and lead meetings to drive solutions from technology teams as it relates to support delivery.
• Liaise with vendor partners business users IT Service owners regarding solutions for improved support delivery new technology and enhancements to existing technology as it relates to the needs of supported end users.

• Bachelor's degree in computer science technical field and/or Business-related field
• Equivalent trainings/certifications/experience equivalency will be considered
• 5 or more years of equivalent experience in relevant job or field of technology
• Excellent written and verbal communication skills; ability to communicate across the organization
• Ability to plan prioritize and drive issues tasks and deliverables from concept to closure

• Experience with IT service management (ServiceNow) remote support tools incident escalation and ITIL or similar frameworks.
• High degree of discretion professionalism and commitment to confidentiality.

• Master's degree Advanced training and or certifications in relevant field/s of study preferred
• Experience in Agile teams and/or Product/Platform based operating model
• Experience in managing Enterpriser Contact Center Platforms (Nice InContact Genesys)
• Experience in retail or grocery preferred

What We Do

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. Our team includes some of the best and brightest talent from a variety of backgrounds ranging from decades-long careers in retail to fresh perspectives from outside our industry. With a purpose-driven culture grounded in our values of courage care integrity teamwork and humor we are committed to fostering a culture of belonging where everyone is valued. Our team shares a common motivation to drive change take ownership and enable the brands we support to nourish their customers and communities. We thrive on supporting great local grocery brands and their strategies. As part of the largest grocery retail group on the East Coast we understand our vital role in enabling healthier people and a healthier planet and have an ongoing commitment to driving sustainable change that leads to a thriving food system nourishes local communities and creates a better world.

Why Work With Us

We love fresh perspectives not just fresh produce. We believe that an inclusive workplace fosters creativity accelerates innovation and helps us create an even better product. At Ahold Delhaize USA you’ll find coworkers who are caring and committed and who focus on dreaming big and getting things done.

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