IT Service Delivery & Operations Analyst

Serve as the operational owner for Help Desk health, service performance, and incident management activities across internal support teams and external service partners. Monitor active incidents, service queues, aging work, operational trends, and service level performance to proactively identify risks, prevent service degradation, and ensure support organizations meet established performance expectations. At of the focal coordinating Help Desk participation during major incidents, critical escalations, and service disruptions by facilitating communication, driving accountability, and ensuring timely resolution. Provide leadership with visibility into operational health, service risks, performance trends, and remediation efforts to support informed decision-making and continuous service improvement. Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office location is Salisbury, NC. Duties & Responsibilities: • Monitor service desk performance, ticket backlogs, aging incidents, service queues, and SLA attainment across internal and external support teams using operational dashboards and monitoring tools to identify service risks, prevent service degradation, and ensure support organizations consistently meet performance expectations. • Identify operational risks, recurring support challenges, and emerging service degradation trends through analysis of incident activity, performance metrics, and business impact indicators to proactively address issues before they result in widespread disruption to associates or business operations. • Coordinate major incident activities, communications, and stakeholder engagement during high-impact service disruptions by facilitating escalation processes, aligning support teams, and driving timely restoration of critical services. • Escalate chronic service issues, performance concerns, unresolved incidents, and SLA breaches to support providers, service owners, and leadership teams through established governance channels to improve accountability and accelerate issue resolution. • Facilitate daily operational reviews, service health meetings, and incident recovery discussions with internal teams, vendors, and technology stakeholders to evaluate service performance, remove operational barriers, and align on priority actions and remediation plans. • Analyze recurring incidents, operational challenges, and service performance trends to identify root causes, recommend corrective actions, and support initiatives that improve service stability and overall operational effectiveness. • Partner with support leadership, service owners, vendors, and cross-functional technology teams to coordinate issue resolution efforts, improve service execution, and drive measurable improvements in customer experience and support performance. • Track remediation plans, corrective actions, and service improvement commitments from identification through completion to ensure accountability, validate effectiveness, and achieve sustainable operational improvements. • Maintain operational monitoring solutions, service health dashboards, and real-time visibility tools to provide accurate insight into incident activity, workload trends, service performance, and overall support health. • Provide operational updates, service health summaries, and leadership communications by consolidating performance information, incident status, risks, and remediation progress to support informed decision-making and proactive management of support operations. Qualifications: • 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 • Strong knowledge of ServiceNow reporting and ticket monitoring • Takes on mid to large projects from start to finish and works independently on these efforts with minimal direction required • Highly collaborative with proven experience partnering & influencing Preferred Qualifications: • Bachelors degree, Advanced training and or certifications in relevant field/s of study preferred • Experience with ServiceNow reporting and ticket monitoring • Experience in retail or grocery preferred Salary Range: $92,640-$138,960 Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws. #LI-Hybrid #LI-NG1