Service Delivery Lead

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. 

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? 

Responsibilities:

• Incident and Problem Management: 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.

• 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 Engagement, Change Readiness, and Initiative Coordination: 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.

• Technology Initiative Governance and Delivery Oversight: 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.

• 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: 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.

Knowledge, Skills & Abilities:

• Scope: The IT Service Delivery Lead operates within the IT Service Delivery team and serves as the primary operational liaison between Contact Center stakeholders, IT support organizations, project teams, technology owners, and external vendors. The role has broad influence across operational service delivery, continuous improvement initiatives, and technology implementations affecting Contact Center operations for Holland America Line and Seabourn. While the position does not typically own technical solutions directly, it is accountable for driving cross-functional alignment, ensuring operational readiness, facilitating stakeholder engagement, and promoting successful business outcomes. The role's influence spans infrastructure, applications, cloud services, networking, security, telephony, and end-user computing environments, requiring a holistic understanding of how technology services collectively support business operations and customer experience.

• Problem Solving: This role requires advanced analytical, organizational, and facilitation skills to address complex operational and business challenges. The IT Service Delivery Lead is expected to lead major incident and problem management activities, evaluate service performance trends, identify systemic risks, and coordinate long-term remediation efforts. In addition, the role must assess the operational impact of technology initiatives, anticipate adoption and readiness challenges, manage competing stakeholder priorities, and drive alignment across multiple teams with differing objectives. Success requires the ability to navigate ambiguity, facilitate difficult discussions, remove roadblocks, and balance business, operational, and technical considerations while maintaining focus on service quality, customer experience, and organizational goals..

• Impact: The IT Service Delivery Lead has a significant impact on the reliability, effectiveness, and continual improvement of technology services supporting Contact Center operations. The role directly influences service quality, stakeholder satisfaction, operational readiness, and the successful adoption of new technologies and service enhancements. Through governance, communication, coordination, and accountability activities, the position helps ensure that technology investments deliver intended business value while minimizing operational risk and disruption. The role also contributes to organizational maturity by promoting process discipline, improving cross-functional collaboration, enhancing service transparency, and strengthening alignment between business priorities and technology capabilities.

• Leadership: Although the position does not typically include direct management responsibility, it requires a high degree of leadership through influence. The IT Service Delivery Lead is expected to drive accountability across technical teams, vendors, project resources, and business stakeholders while fostering collaborative working relationships and a shared commitment to service excellence. The role leads incident response efforts, facilitates governance and decision-making forums, manages stakeholder communications, and serves as an advocate for operational readiness and business success. In situations where formal project management resources are limited or unavailable, the position provides facilitation, coordination, and delivery leadership to help ensure initiatives remain aligned, risks are addressed, and commitments are fulfilled. Success in this role requires the ability to influence outcomes, build consensus, and maintain ownership of service delivery objectives in complex and rapidly changing environments.

Essential/Minimal Qualifications: 

• 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.]  

Essential Experience Required: 

• 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.

• 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. Ability to understand and troubleshoot issues across these systems in collaboration with technical teams.

• Technology Initiative Leadership and Operational Readiness: 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. 

Travel: No or very little travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential..

Physical Demands:. Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

** This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Holland office in Seattle, WA Monday through Thursday each week. Employees may work from their homes on Fridays.  

Holland provides comprehensive and innovative benefits to meet your needs, including:

What You Can Expect  

• Cruise and Travel Privileges for You and Your Family 
• Health Benefits 
• 401(k)  
• Employee Stock Purchase Plan  
• Training & Professional Development 
• Tuition & Professional Certification Reimbursement 
• Base Salary Range: $68,700 to $92,700. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidate’s qualifications and experience uniquely. 

Our Culture…Stronger Together 

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html 
 
Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Americans with Disabilities Act (ADA)  

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com 
 

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