Service Delivery Lead

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey. 

 
We’re looking for an experienced IT Service Delivery Lead, Commercial Systems to fill this role. The IT Service Delivery Lead, Commercial Systems is responsible for ensuring the efficient and effective delivery of IT services that support the Contact Center operations for Holland America Line and Seabourn. This role involves leading incident and problem management processes, monitoring service performance, analyzing service level agreements (SLAs), and driving continuous improvement initiatives. The position also includes managing stakeholder communications, generating performance reports, and maintaining documentation to support service delivery excellence. The IT Service Delivery Lead will work closely with cross-functional IT support teams, Contact Center stakeholders, and vendors to ensure timely resolution of issues, maintain service stability, and align IT services with business objectives. The ideal candidate will have strong analytical and communication skills, experience with IT service management tools (such as ServiceNow), and a solid understanding of technologies including end-user computing, cloud services, networking, and enterprise applications.

Here’s a summary of what Holland America Line is looking for.  Is this you? 

Responsibilities:

• Incident and Problem Management: Lead the resolution of IT incidents and problems affecting Contact Center operations. Ensure tools and processes are optimized for support teams to monitor ticket queues and coordinate escalations with technical teams to ensure timely service restoration. Identify root causes and drive long-term remediation efforts.

• Service Performance Monitoring and Reporting: Analyze service level agreements (SLAs), generate performance metrics, and identify trends. Create dashboards and reports to support data-driven decision-making and continuous improvement.

• Stakeholder Communication and Coordination: Maintain clear and professional communication with business stakeholders, IT teams, and vendors. Host status meetings, provide updates during incidents, manage expectations, and ensure alignment between IT services and business needs.

• Process Optimization and Compliance: Review and enhance IT service delivery processes to improve efficiency and effectiveness. Ensure adherence to compliance standards and maintain documentation, including knowledge articles and training materials.

• Cross-Functional Collaboration and Governance: Participate in meetings, contribute to strategic initiatives, and support governance activities. Collaborate with cross-functional teams to align IT services with organizational goals and support operational excellence.

Knowledge & Skills:

• Scope: The IT Service Delivery Lead operates within the IT Service Delivery team, serving as a critical liaison between end-users (specifically the Contact Center Agents and other Commercial Technology users for Holland America Line and Seabourn), IT support teams, and management. The role has a broad operational reach, impacting both internal and external IT service functions. The influence of the position spans across multiple technologies and systems, including infrastructure (LAN/WAN, servers), applications, cloud, security, and user support. The role is central to ensuring service stability, resilience, and continuous improvement, and it directly supports business continuity and user satisfaction within the Contact Center environment.

• Problem solving:  This role involves complex problem-solving responsibilities. The candidate is expected to: Lead major incident management processes. Analyze service level agreements (SLAs) and performance metrics. Identify root causes of recurring issues and coordinate mitigation strategies. Use data analytics to uncover trends and drive service improvements. Anticipate operational impacts and escalate appropriately. The role requires a proactive approach to identifying systemic issues, coordinating cross-functional teams, and implementing long-term solutions, often under time-sensitive and high-pressure conditions.

• Impact: The role has a significant impact on IT service quality and business operations: Directly influences the performance and reliab