Manager, Service Delivery

Holland America Line is seeking an experienced IT Service Delivery Manager to lead and optimize IT service delivery across shoreside and shipboard environments. This role involves building and managing a team, enforcing ITSM standards, collaborating with MSPs, and ensuring a seamless user experience. The ideal candidate will have strong leadership skills, deep knowledge of ITSM frameworks, and a passion for service excellence.

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
• 3+ years in a leadership or managerial capacity desired
• Proficiency in ServiceNow, with experience in reporting, dashboards, and workflow optimization
• Strong knowledge of ITIL and ITSM frameworks, with a proven track record of implementing ITSM processes
• Excellent communication and stakeholder management skills
• Demonstrated ability to drive process improvement, automation, and operational efficiency

Benefits

• Cruise and Travel Privileges
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement