Service Delivery Lead

Holland America Line is seeking a Service Delivery Lead to work within the IT Service Delivery and Infrastructure team. The role involves monitoring and measuring service levels, leading major incident management processes, and improving the quality of IT support provided to end-users.

Requirements

• 2 years in Information Technology required
• 2 years in Corporate Environment required
• 2 years of end-user IT Support required (help desk, Network operations, Contact Center operations)
• 2 years in Data Analytics preferred
• Excellent knowledge of MS Excel including formulas and graphs
• Working knowledge of IAM, AD and VPN / Citrix / VDI / IP telephony principles
• Working knowledge of technologies such as End User Compute, LAN/WAN, databases, applications, storage, API, cloud
• Working knowledge of ServiceNow, SharePoint, Confluence, and Jira
• Able to identify technical dependencies between various application and infrastructure components
• Strong service delivery and customer service orientation
• Excellent written and oral communication skills

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