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.

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 Service Now), 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. Monitor Service Now queues, elevate complex issues 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 Engagement, Change Readiness, and Initiative Coordination:
  Serve as the primary liaison between Contact Center leadership, business stakeholders, project teams, IT support teams, vendors and technology owners. This role is accountable for ensuring stakeholders remain informed, engaged, and prepared throughout the lifecycle of technology initiatives, service changes, and operational improvements. The IT Service Delivery Lead facilitates alignment between business and technology teams, drives effective communication strategies, oversees business readiness activities, and ensures operational impacts, risks, dependencies, and adoption considerations are identified and addressed.
  
  Acting as a trusted advisor and communication leader, the role maintains visibility into initiatives affecting Contact Center operations and promotes shared accountability for successful outcomes while ensuring business objectives remain aligned with technology delivery efforts.

• Technology Initiative Governance and Delivery Oversight:
  Provide operational ownership and governance for technology initiatives that impact Contact Center operations and supporting Commercial Systems. The IT Service Delivery Lead is responsible for ensuring projects, enhancements, and service improvements are delivered in alignment with business objectives, operational requirements, support readiness expectations, and established service delivery standards. This role maintains visibility into initiative progress, facilitates governance reviews, monitors risks and dependencies, and escalates concerns when delivery commitments, operational readiness, or business outcomes are le not serving as a formal project manager, the position assumes a leadership role in coordinating activities, driving accountability across stakeholder groups, facilitating decision-making, and filling delivery gaps when dedicated project management resources are not assigned or required.
  
  The role ensures that operational support models, documentation, training, communications, and transition activities are sufficiently developed to support successful implementation and long-term service sustainability.

• 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:
  Lead collaboration efforts across technical teams, business stakeholders, vendors, and support organizations to ensure the…