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 amazing IT Service Delivery Lead, Commercial Systems to fill this role. You’ll be 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 in its IT Service Delivery Lead, Commercial Systems. Is this you?

Responsibilities

• Incident and Problem Management: Lead the resolution of IT incidents and problems affecting Contact Center operations. Monitor ServiceNow queues, escalate complex issues, and coordinate 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. 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.
• Performs other duties as assigned                 

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 3–5 years of experience in IT service delivery, IT operations, or technical support roles.
• ITIL Foundation certification (or higher) in IT Service Management. Demonstrated experience with ITSM tools (e.g., ServiceNow) and familiarity with incident, problem, and change management processes.
• Proven ability to communicate effectively with both technical and non-technical stakeholders.
• 'Demonstrated ability to manage and improve IT service delivery processes in a complex, multi-system environment. 
• Hands-on experience with incident, problem, and request management frameworks, particularly using ITSM platforms like ServiceNow. 
• Experience working across multiple IT domains (e.g., infrastructure, applications, networking, security) to coordinate service restoration and improvement efforts. 
• Ability to influence and lead cross-functional teams without direct authority, especially during high-impact incidents. 
• Experience maintaining effective communication with internal business stakeholders and external vendors during service disruptions and improvement initiatives. 
• Skilled in translating technical issues into business-relevant updates and managing expectations. 
• Experience analyzing service performance data, identifying trends, and using insights to drive continuous improvement. 
• Proficiency in creating and