Service Delivery Lead

Holland America Line is seeking an IT Service Delivery Lead, Commercial Systems to ensure efficient and effective delivery of IT services supporting Contact Center operations. The ideal candidate will have strong analytical and communication skills, experience with IT service management tools, and a solid understanding of technologies including end-user computing, cloud services, networking, and enterprise applications.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 3–5 years of experience in IT service delivery, IT operations, or technical support roles.
• ITIL Foundation certification (or higher) in IT Service Management.
• Demonstrated experience with ITSM tools (e.g., ServiceNow) and familiarity with incident, problem, and change management processes.
• Proven ability to communicate effectively with both technical and non-technical stakeholders.
• Demonstrated ability to manage and improve IT service delivery processes in a complex, multi-system environment.
• Hands-on experience with incident, problem, and request management frameworks, particularly using ITSM platforms like ServiceNow.
• Experience working across multiple IT domains (e.g., infrastructure, applications, networking, security) to coordinate service restoration and improvement efforts.
• Ability to influence and lead cross-functional teams without direct authority, especially during high-impact incidents.
• Experience maintaining effective communication with internal business stakeholders and external vendors during service disruptions and improvement initiatives.
• Skilled in translating technical issues into business-relevant updates and managing expectations.
• Experience analyzing service performance data, identifying trends, and using insights to drive continuous improvement.
• Proficiency in creating and maintaining dashboards, reports, and documentation to support service governance.
• Working knowledge of a broad range of technologies including end-user computing, M365, remote access, identity and access management (IAM), networking (LAN/WAN/WiFi), telephony, cloud platforms, and enterprise applications.

Benefits

• 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