IT Service Delivery Lead - Contact Center & Tech Ops

Carnival Corporation & plc; Seattle (WA); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Holland America Line seeks an IT Service Delivery Lead for Commercial Systems to ensure reliable IT services for the Contact Center. You will lead incident and problem management, monitor performance, and drive continuous improvement across vendors and internal teams.

The role emphasizes stakeholder engagement, governance of technology initiatives, documentation, and strong communication. Candidates should understand end-user computing, cloud services, networking, and enterprise applications,

Qualifications

• Bachelor's degree in IT, CS, or related field, or equivalent.
• 3–5 years of IT service delivery, IT operations, or technical support roles.
• ITIL foundation knowledge.

Responsibilities

• Lead incident and problem management for Contact Center IT services.
• Monitor service performance, SLAs, and generate dashboards.
• Coordinate stakeholder communications and change readiness.
• Provide governance for technology initiatives impacting Contact Center operations.
• Ensure documentation, knowledge articles, and training materials are maintained.

Skills

Incident Management

Problem Management

SLA Analysis

Stakeholder Engagement

ITIL

Service Delivery

Cloud/Networking basics

Education

Bachelor's degree in IT or CS

Tools

ServiceNow

Job description

Holland America Line seeks an IT Service Delivery Lead for Commercial Systems to ensure reliable IT services for the Contact Center. You will lead incident and problem management, monitor performance, and drive continuous improvement across vendors and internal teams.

The role emphasizes stakeholder engagement, governance of technology initiatives, documentation, and strong communication. Candidates should understand end-user computing, cloud services, networking, and enterprise applications,