Manager, Service Delivery

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 Manager to fill this role. You’ll be responsible for leading and optimizing the delivery of IT services across shoreside and shipboard environments. This role involves building and managing a high-performing team of Service Delivery Leads, enforcing ITSM standards, collaborating with managed service providers (MSPs), and ensuring a seamless user experience across all IT systems. The Manager will work closely with internal IT teams, business units, the Service Desk, and third-party vendors to drive operational excellence, reliability, and continuous improvement. The ideal candidate will have strong leadership skills, deep knowledge of ITSM frameworks, and a passion for service excellence.

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

Responsibilities

• ITSM Standards & Process Optimization: Enforce ITSM standards across request, incident, change, problem, knowledge, configuration, and SLA management. Continuously analyze service metrics and SLAs to identify trends and implement process improvements that enhance service delivery efficiency and reliability.

• Service Experience & Knowledge Management: Ensure a positive user experience across all IT systems by overseeing support methodology design and execution. Own and manage the knowledge platform and content for both end users and the Service Desk, ensuring accessibility and relevance.

• Operational Oversight & Strategic Execution: Oversee daily IT service delivery for shoreside and shipboard technologies, including infrastructure, data centers, and cross-brand systems. Drive operational efficiency through automation, process enhancement, and strategies that minimize downtime and maximize guest and team member satisfaction.

• Stakeholder & Vendor Collaboration: Collaborate with managed service providers (MSPs), third-party vendors, and internal stakeholders to ensure consistent service quality and alignment with business needs. Manage communications and expectations, including VIP support and major incident response.

• Team Leadership & Culture Building: Build and lead a high-performing team of shoreside Service Delivery Leads, fostering a culture of service excellence, collaboration, and accountability. Establish IT onboarding and training programs to ensure alignment with company values and operational standards.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field desired.

• 7+ years of experience in IT service delivery, IT operations, or ITSM roles, with at least 3 years in a leadership or managerial capacity desired.

• Proficiency in ServiceNow, including reporting, dashboards, and workflow optimization. Strong knowledge of ITSM frameworks, particularly ITIL, with a proven track record of implementing and enforcing ITSM processes (incident, request, change, problem, knowledge, configuration, SLA management). 

• Excellent communication and stakeholder management skills, including experience supporting VIPs and managing major incident communications. 

• Demonstrated ability to drive process improvement, automation, and operational efficiency in complex environments. Strong analytical skills with the ability to interpret SLA metrics and service trends to inform strategic decisions.

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

• Base Salary $112,800.00-$152,300.00 Range: $ to $. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture…Stronger Together

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