IT Service Delivery Lead — Contact Center Ops

Carnival Cruise Line; Seattle (WA); On-site; USD 69,000 - 93,000; Full time

Benefits offered by this job

Cruise and travel privileges for you &

Health benefits

401(k)

Employee stock purchase plan

Training & Professional Development

Tuition & Professional CertificationRe

Base Salary Range: $68,700 to $92,700

Job summary

Holland America Line in Seattle, WA, is seeking an IT Service Delivery Lead for Commercial Systems to support Contact Center operations. You will lead incident and problem management, monitor service performance, and drive continuous improvement.

This role requires strong analytical and communication skills, experience with ServiceNow, and the ability to collaborate with cross-functional teams and vendors to ensure timely issue resolution and alignment with business objectives.

Qualifications

• Bachelor's degree in IT or related field, or equivalent work experience.
• 3–5 years of IT service delivery, IT operations, or technical support.
• ITIL Foundation (or higher) and experience with ITSM tools, incident, problem, and change management.

Responsibilities

• Incident and Problem Management: lead resolution of IT incidents and problems affecting Contact Center ops; monitor queues and coordinate with teams.
• Service Performance Monitoring: analyze SLAs, generate metrics, and create dashboards to support data-driven decisions.
• Stakeholder Engagement and Change Readiness: liaise with Contact Center leadership, stakeholders, vendors; ensure readiness and alignment.
• Governance and Delivery Oversight: own governance for technology initiatives impacting Contact Center ops and Commercial Systems.
• Process Optimization and Compliance: review IT service delivery processes and maintain documentation.
• Cross‑Functional Collaboration: lead collaboration across technical teams, stakeholders, vendors, and support orgs.

Skills

ITSM

ServiceNow

Stakeholder mgmt

Cross-functional collab

Analytical skills

Communication skills

Influence leadership

Education

Bachelors in IT or related field

Tools

ServiceNow

ITIL

M365

Cloud services

Job description

Holland America Line in Seattle, WA, is seeking an IT Service Delivery Lead for Commercial Systems to support Contact Center operations. You will lead incident and problem management, monitor service performance, and drive continuous improvement.

This role requires strong analytical and communication skills, experience with ServiceNow, and the ability to collaborate with cross-functional teams and vendors to ensure timely issue resolution and alignment with business objectives.