Manager, Service Delivery

Holland America Line is seeking an experienced IT Service Delivery Manager to lead and optimize IT services across shorelines and ships. This role involves building and managing a team, enforcing ITSM standards, collaborating with MSPs, and ensuring a seamless user experience. The manager will drive operational excellence, reliability, and continuous improvement, and a strong leader with deep knowledge of ITSM frameworks is a must.

Requirements

• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field (or equivalent experience)
• 7+ years of IT service delivery experience, with at least 3 years in a leadership capacity
• Proficiency in ServiceNow (including reporting, dashboards, and workflow optimization)
• Strong knowledge of ITIL and an understanding of ITSM processes (incident, request, change, problem, knowledge, configuration, SLA management)
• Excellent communication and stakeholder management skills
• Demonstrated ability to drive process improvement and operational efficiency

Benefits

• Cruise and Travel Privileges
• Health Benefits
• Employee Stock Purchase Plan
• Training & Professional Development
• Base Salary