IT Service Delivery Lead – Elevate Contact Center Tech

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

Benefits offered by this job

Cruise privileges

Health benefits

401(k)

Employee stock purchase plan

Training & certification reimbursement

Tuition reimbursement

Job summary

Holland America Line is seeking an IT Service Delivery Lead to ensure reliable IT services for Contact Center operations. You will manage incidents, drive problem resolution, and monitor SLAs while collaborating with internal teams and external vendors.

The role emphasizes governance, reporting, and readiness for technology initiatives, requiring strong analytical and communication skills and a solid ITSM background.

Qualifications

• Bachelor’s degree in IT/CS or related field and 3–5 years IT service delivery experience.
• ITIL Foundation or higher with strong ITSM process knowledge.
• Experience with ServiceNow and incident/problem/change management.

Responsibilities

• Lead incident and problem management for Contact Center IT services.
• Monitor SLAs, analyze service performance, and produce dashboards.
• Coordinate governance and stakeholder communications across teams and vendors.
• Drive process improvements and alignment with business objectives.
• Ensure readiness and smooth delivery of technology initiatives.

Skills

ITIL Foundation

ServiceNow

Incident management

Problem management

Stakeholder comms

Data analytics

Dashboard reporting

Cross-functional leadership

Cloud services

Networking

Vendor management

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

Job description

Holland America Line is seeking an IT Service Delivery Lead to ensure reliable IT services for Contact Center operations. You will manage incidents, drive problem resolution, and monitor SLAs while collaborating with internal teams and external vendors.

The role emphasizes governance, reporting, and readiness for technology initiatives, requiring strong analytical and communication skills and a solid ITSM background.