Senior Specialist - IT Service Management

Summary

Lidl US is searching for the next Senior Specialist - IT Service Management to join our IT – Governance & Support team! This role drives IT governance across incident, problem, and escalation management; enforces vendor SLAs and contract terms; structures efficient support processes; and turns ticket and KPI data into action. The position partners closely with international colleagues for global problem management alignment and with US vendors to ensure service quality for the business.

• Support problem, incident and escalation management initiatives for the Lidl US IT department, leveraging tools and international standard processes.
• Support tracking of business and IT impact for high-priority incidents to accurately represent the scale and speed of needed solutions.
• Lead change management initiatives
• Define, track and report KPIs to Lidl US IT Leadership to show overall health and performance of the department.
• Identify problems/causes and derive measures and solutions.
• Support day to day vendor management activities, including contract tracking and SLA adherence
• Be a champion for IT service management principles within the department
• Assess core IT processes for continuous improvement in turnaround time and efficiency.
• All other duties as assigned

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Strong analytical and problem-solving skills
• Ability to prioritize tasks and to delegate them when appropriate
• Proficient in Google Workspace or related software

• ITIL experience
• Service Now
• Google Workspace

• Bachelor’s degree in information technology or related field
• 3-5 years of experience in a related field
• In lieu of degree, 5+ years of experience in related field will meet the education and related experience requirements listed above

• Previous experience working in a medium to large corporate environment

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

At Lidl, we know that in order for our people to do their best, they must be at their best. That’s why as a company, we offer one of the most generous benefits packages in the industry.

• Medical & Prescription | Dental | Vision coverage
• Paid Holiday & Paid Time Off (PTO) to use for sickness or vacation
• Dedicated training plans to ensure you are set up for success
• 401k Plan (+ 5% company match)
• Voluntary Term Life & AD&D Insurance
• Total Well-Being Program
• Daily Pay, a voluntary benefit to offer employees access to their pay on their own schedule

Lidl US views our Corporate Social Responsibility (CSR) through a lens of actions that are Good for the Environment, Good for People, and Good for You.