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 Service Delivery Lead to fill this role. You’ll be responsible for working within the IT Service Delivery and Infrastructure team for Holland America Line and Seabourn and serves as a bridge between end-users, management, and internal and external IT support teams, ensuring that IT services are delivered efficiently and effectively. This position is instrumental in monitoring and measuring service levels and actively participates in the improvement efforts, leading major incident management processes in collaboration with other IT support teams. Overall, the position aims to improve the quality of IT support provided to end-users, ensuring high satisfaction and continuous service improvement.

Here’s a summary of what Holland America Line is looking for in its Service Delivery Lead. Is this you?

Responsibilities

• Actively participate in Incident, Problem, and Request Management
  • Effectively use ServiceNow ticketing system for incident management, customer interaction and follow-up
  • Monitor incident ticket queues and continually refine monitoring capabilities
  • Lead issue resolution efforts between end users and relevant IT support teams
  • Escalate more complex incidents to specialized support teams
  • Identify and track incident root causes and work with IT support teams to identify remediation opportunities 
  • Collaborate with cross-functional teams to address system outages and disruptions
• Actively Lead Communications and Documentation 
  • Maintain good communication with business / IT stakeholders and vendors at all levels
  • Professionally acknowledge escalations and maintain communication throughout incident and problem lifecycles
  • Create and maintain relevant knowledge articles and training material for various audiences
• Generate Analytics and Reporting
  • Generate and process metrics, statistics, trends, and reports
  • Provide data-driven insights as directed
  • Through analytics, help identify opportunities to optimize IT Service Delivery processes
• Oversee key functions within IT Service Delivery
  • Monitor, control, and support IT service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Review and process IT compliance reports
  • Create and maintain ServiceNow reports and dashboards
• Performs other duties as assigned

Requirements

• 2 years in Information Technology required 
• 2 years in Corporate Environment required
• 2 years of end-user IT Support required (help desk, Network operations, Contact Center operations) 
• 2 years in Data Analytics preferred
• Excellent knowledge of MS Excel including formulas and graphs
• Working knowledge of IAM, AD and VPN / Citrix / VDI / IP telephony principles
• Working knowledge of technologies such as End User Compute, LAN/WAN, databases, applications, storage, API, cloud
• Working knowledge of ServiceNow, SharePoint, Confluence, and Jira
• Able to identify technical dependencies between various application and infrastructure components 
• Strong service delivery and customer service orientation
• Excellent written and oral communication skills

This position follows the Company’s schedule of three days in the office per week (Tuesday, Wednesday, Thursday) with flexibility to work remotely the remainder of the week. 

What You Can Expect 

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)  
• Employee Stock Purchase Plan 
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives 
• Base Salary Range: $68,700to $92,700. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidate