Service Delivery Lead

Holland America Group•Seattle, WA

11h

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 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.