Service Delivery Lead

Princess Cruise Lines USA•Seattle, WA

3d•Hybrid

About The Position

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey. We're looking for an experienced IT Service Delivery Lead, Commercial Systems to fill this role. 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. Here's a summary of what Holland America Line is looking for. Is this you? Scope: The IT Service Delivery Lead operates within the IT Service Delivery team, serving as a critical liaison between end-users (specifically the Contact Center Agents and other Commercial Technology users for Holland America Line and Seabourn), IT support teams, and management. The role has a broad operational reach, impacting both internal and external IT service functions. The influence of the position spans across multiple technologies and systems, including infrastructure (LAN/WAN, servers), applications, cloud, security, and user support. The role is central to ensuring service stability, resilience, and continuous improvement, and it directly supports business continuity and user satisfaction within the Contact Center environment. Problem solving: This role involves complex problem-solving responsibilities. The candidate is expected to: Lead major incident management processes. Analyze service level agreements (SLAs) and performance metrics. Identify root causes of recurring issues and coordinate mitigation strategies. Use data analytics to uncover trends and drive service improvements. Anticipate operational impacts and escalate appropriately. The role requires a proactive approach to identifying systemic issues, coordinating cross-functional teams, and implementing long-term solutions, often under time-sensitive and high-pressure conditions. Impact: The role has a significant impact on IT service quality and business operations: Directly influences the performance and reliability of IT services used by the Contact Center. Drives continuous service improvement initiatives that affect end-user satisfaction and operational efficiency. Contributes to the development and maintenance of IT standards, documentation, and knowledge sharing. Plays a key role in aligning IT services with broader business objectives, ensuring that technology supports strategic goals. This impact extends across multiple IT disciplines and business units, making the role pivotal in maintaining operational excellence. Leadership: While the role may not have formal direct reports, it requires strong leadership and coordination skills: Leads incident resolution efforts across various IT support teams. Manages stakeholder communications during service disruptions. Oversees service delivery processes and ensures adherence to methodologies and compliance standards. Participates in on-call rotations, demonstrating accountability and ownership. The role demands the ability to lead through influence, manage cross-functional collaboration, and maintain authority during critical incidents, effectively acting as a service delivery manager.

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 in order to design and continually improve effective ITSM processes.
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.
Technical Breadth Across IT Systems: 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 and how they tie into support frameworks. Ability to understand and troubleshoot issues across these systems in collaboration with technical teams.

Responsibilities

Incident and Problem Management: Lead the resolution of IT incidents and problems affecting Contact Center operations. Ensure tools and processes are optimized for support teams to monitor ticket queues and coordinate escalations with technical teams to ensure timely service restoration. Identify root causes and drive long-term remediation efforts.
Service Performance Monitoring and Reporting: Analyze service level agreements (SLAs), generate performance metrics, and identify trends. Create dashboards and reports to support data-driven decision-making and continuous improvement.
Stakeholder Communication and Coordination: Maintain clear and professional communication with business stakeholders, IT teams, and vendors. Host status meetings, provide updates during incidents, manage expectations, and ensure alignment between IT services and business needs.
Process Optimization and Compliance: 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.
Cross-Functional Collaboration and Governance: Participate in meetings, contribute to strategic initiatives, and support governance activities. Collaborate with cross-functional teams to align IT services with organizational goals and support operational excellence.