Senior Manager of Major Incident Response

2 weeks ago

Quincy, Massachusetts, United States Ahold Delhaize Full time
Job Title: Senior Manager- Major Incident Management

A great career opportunity awaits at Ahold Delhaize USA, a division of Netherlands-based Ahold Delhaize. As a Senior Manager- Major Incident Management, you will lead a team of ITIL Certified Major Incident Managers to drive the complete lifecycle of all major incidents for the organization.

Job Summary

The Manager of the Major Incident Management team will be responsible for the assurance and execution of timely response of all major incidents, facilitating the team as the liaison for all Crisis Management events, ensuring timely and focused assimilation of the necessary teams on a major incident event bridge, and driving timely resolution across any teams necessary to provide rapid resolution of major incidents.

Key Responsibilities
  • Lead and drive best-in-class practices for a mature major incident management response team.
  • Accountable for the overall quality of the process and oversee the management of and compliance with the procedures, data models, policies, and technologies associated with the major incident management process.
  • Lead the team for a proper rapid response for all major incidents and ensure the team is facilitating the proper practices of execution of major incidents.
  • Lead the proper communication lifecycle of all major incidents to ensure timely and accurate communication through the proper defined channels and includes the proper communication to the senior-most executives in the organization following MIM best practices.
  • Lead the team for consultation with Executive Leadership (CIO, CTO, SVP, VP, etc.) for decision guidance, as necessary.
  • Lead the coordination efforts with the Service Desk(s), Command Center, Service Delivery, suppliers, Application and Infrastructure support teams as needed for proper execution and coordination of a major incident.
  • Execute the practice of major incident management as needed with their team.
  • Lead the team to governing, monitoring, and assessing proper ITIL standards are executed and continually maintained.
  • Identify trends and anticipate problems in the environment and work with various IT functions to implement preventative measures.
  • Drive and define the continuous improvement of our supplier performance and partners with IT Operations on ways of working improvements for improved business outcomes.
Requirements
  • Associates Degree in Computer Science, Computer Information Systems, Information Technology, Information Systems, or related field or comparable experience.
  • Minimum 7 years IT experience.
  • Required to have Major Incident Management experience with any mid or large-size organization.
  • ITIL Certified v4 foundations.
  • Experience developing and maintaining policies, procedures, standards, and guidelines.
  • Solid understanding of IT infrastructure and applications operations.
  • Strong analytical and presentation skills.
  • Strong leadership skills including the ability to interact with personnel, build strong relationships at all levels, and understand business imperatives.
  • Excellent written and verbal communication skills; ability to communicate up, down, and across the business.
  • Ability to plan, prioritize, and drive issues, tasks, and deliverables from concept to closure.
  • Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies.

Ahold Delhaize USA is an equal opportunity employer and welcomes applications from diverse candidates. We provide an inclusive work environment where employees and prospective employees are treated with fairness, respect, and dignity. We are committed to hiring, training, compensating, and promoting persons based on their talents and abilities without regard to race, religion, color, national origin, gender, sexual orientation, age, family status, veteran status, disability status, or any other applicable characteristics protected by law.

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