IT Problem Manager

Category/Area of Expertise: IT & Technology
Job Requisition: 447594
Address: USA-NC-Salisbury-2110 Executive Drive
Store Code: Service Delivery: Process Controls (5145459)

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 IT Problem Manager is responsible for reducing the number and impact of incidents by identifying the root cause, preventing reoccurring issues and minimizing the risk of future disruptions to the organization This role will provide oversight, coordinate cross-functional investigations and ensure problems are tracked, analyzed and resolved in structure and timely manner, playing a critical role in driving long-term stability, risk reduction and proactive operational improvement. This role will work closely with infrastructure, supply chain, helpdesk, and other business application teams to drive root cause, implement preventive measures and document known errors and permanent fixes. They will also propose improvements to the problem management process and strategy to expand the use of proactive problems and improve the effectiveness of problem management overall.

Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations (Salisbury, NC or Mauldin, SC) and 2 remote days.

Applicants must be currently authorized to work in the United States on a full-time basis.

Duties & Responsibilities

• Oversee IT Problem Management process, ensuring alignment with ITIL best practices and organizational strategic goals.
• Collaborate with Incident Management to identify trends and convert recurring incidents and alerts into problems.
• Drive resolution of high-impact and recurring problems by coordinating with technical and business stakeholders.
• Coordinate and facilitate Root Cause Analysis (RCA) meetings, Review Boards and known error reviews
• Ensure timely documentation of root cause, workaround, known errors, and preventive actions.
• Manage and enhance the Problem Management application in ServiceNow, collaborating with platform teams to optimize workflows, data quality, reporting, and user experience.
• Analyze historical data and incident trends to drive proactive improvement initiatives.
• Identify opportunities to mature and scale the Problem Management process across the organization

• Serve as a point of contact for all problem management activities across IT, providing training, guidance, and process education to IT teams and stakeholders.

• Foster collaboration across technical domains to encourage accountability and process adoption.
• Leverage ServiceNow data to create reports, and service dashboards to influence decisions.

• Bachelor's degree in Information Technology, Computer Science, or related field OR equivalent work experience
• 5+ years of ITSM experience with a focus on Problem Management or related disciplines.
• Strong understanding of ITIL frameworks, with ITIL Foundation certification as a minimum (ITIL Intermediate/Expert preferred). Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills with the ability to lead cross-functional collaboration.
• Strong working knowledge of ServiceNow, particularly the Problem Management capabilities.
• Experience facilitating RCA sessions and using structured problem-solving methods (e.g., 5 Whys, Fishbone Diagram, Kepner-Tregoe)
• Ability to work under pressure in a fast-paced environment and manage multiple priorities.

• Advanced ITIL certifications or equivalent service management training.
• Experience in enterprise-scale IT environments or managed service providers.
• Familiarity with DevOps, Agile, or other IT delivery methodologies.