Service Delivery Lead

Carnival Corporation•Seattle, WA

5d•$68,700 - $92,700•Hybrid

About The Position

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 ServiceNow), 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.
Must be legally authorized to work in the country of employment.
Proven Experience in IT Service Delivery and Operations: 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.
Cross-Functional Collaboration: 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.
Stakeholder and Vendor Management: 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.
Analytical and Reporting Skills: 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. Ability to understand and troubleshoot issues across these systems in collaboration with technical teams.
Demonstrated experience coordinating technology implementations, service improvements, operational readiness activities, or business transformation initiatives in a complex IT environment. Proven ability to facilitate cross-functional teams, drive accountability for deliverables, manage risks and dependencies, coordinate stakeholder communications, and successfully guide initiatives from planning through operational transition, particularly in environments where formal project management resources may not be dedicated to every effort.

Responsibilities

Lead the resolution of IT incidents and problems affecting Contact Center operations. Monitor ServiceNow queues, escalate complex issues, and coordinate with technical teams to ensure timely service restoration. Identify root causes and drive long-term remediation efforts.
Analyze service level agreements (SLAs), generate performance metrics, and identify trends. Create dashboards and reports to support data-driven decision-making and continuous improvement.
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.
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 at risk. While 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.
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.
Lead collaboration efforts across technical teams, business stakeholders, vendors, and support organizations to ensure the successful delivery, support, and continual improvement of Contact Center technologies and services. The IT Service Delivery Lead facilitates governance activities, drives resolution of operational challenges, and promotes accountability for commitments, action items, and service outcomes across participating teams. Through active engagement in governance forums, planning activities, and strategic initiatives, the role helps align technology priorities with business objectives, identifies opportunities for service improvement, and fosters a culture of partnership, transparency, and shared ownership. The position serves as a key connector between operational teams and business leadership, ensuring that decisions are informed by both service performance data and business priorities.