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.

Were looking for an amazing Service Delivery Lead to fill this role. Youll be responsible for working within the IT Service Delivery and Infrastructure team for Holland America Line and Seabourn and serves as a bridge between endusers management and internal and external IT support teams ensuring that IT services are delivered efficiently and effectively. This position is instrumental in monitoring and measuring service levels and actively participates in the improvement efforts leading major incident management processes in collaboration with other IT support teams. Overall the position aims to improve the quality of IT support provided to endusers ensuring high satisfaction and continuous service improvement.

Heres a summary of what Holland America Line is looking for in itsService Delivery this you

Responsibilities

• Actively participate in Incident Problem and Request Management
  • Effectively use ServiceNow ticketing system for incident management customer interaction and followup
  • Monitor incident ticket queues and continually refine monitoring capabilities
  • Lead issue resolution efforts between end users and relevant IT support teams
  • Escalate more complex incidents to specialized support teams
  • Identify and track incident root causes and work with IT support teams to identify remediation opportunities
  • Collaborate with crossfunctional teams to address system outages and disruptions
• Actively Lead Communications and Documentation
  • Maintain good communication with business / IT stakeholders and vendors at all levels
  • Professionally acknowledge escalations and maintain communication throughout incident and problem lifecycles
  • Create and maintain relevant knowledge articles and training material for various audiences
• Generate Analytics and Reporting
  • Generate and process metrics statistics trends and reports
  • Provide datadriven insights as directed
  • Through analytics help identify opportunities to optimize IT Service Delivery processes
• Oversee key functions within IT Service Delivery
  • Monitor control and support IT service delivery; ensuring systems methodologies and procedures are in place and followed
  • Review and process IT compliance reports
  • Create and maintain ServiceNow reports and dashboards
• Performs other duties as assigned

Requirements

• 2 years in Information Technology required
• 2 years in Corporate Environment required
• 2 years of enduser 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

This position follows the Companys schedule of three days in the office per week (Tuesday Wednesday Thursday) with flexibility to work remotely the remainder of the week.

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
• Rewards & Incentives
• Base Salary Range: $68700to $92700. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates qualifications and experience uniquely.

Our CultureStronger Together

Our highest responsibility and top priority is compliance environmental protection and the health safety and wellbeing 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: 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

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