Service Delivery Lead- Hybrid

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.
We're looking for an amazing Service Delivery Leadto fill this role which will be based in our Seattle or Miami office. This is a hybrid, in-office role. You'll work in person (in office) Tuesday to Thursday each week. You'll be responsible for working within the IT Service Delivery and Infrastructure team for Holland America Line and Seabourn and serves as a bridge between end-users, 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 end-users, ensuring high satisfaction and continuous service improvement.
Here's a summary of what Holland America Line is looking for in its Service Delivery Lead. Is this you?
Responsibilities
Effectively use ServiceNow ticketing system for incident management, customer interaction and follow-up
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 cross-functional teams to address system outages and disruptions
Acknowledge and process IT requests according to defined path
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 and process metrics, statistics, trends, and reports
Provide data-driven insights as directed
Through analytics, help identify opportunities to optimize IT Service Delivery processes
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
Participate in meeting cadences as directed
Positively contribute to meetings
Report progress of ongoing initiatives to management
Participate in a department on-call rotation
Requirements
Associates Degree in Information Technology / Computer Science / IT Service Management or Equivalent Experience
2 years in Information Technology required
2 years in Corporate Environment required
2 years of end-user IT Support required (help desk, Network operations, Contact Center operations)
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
Ability to communicate concepts in both technical and non-technical language
Strong organizational skills with keen attention to detail
Ability to analyse issues and normalize relevant information
2 years in Data Analytics preferred
Comptia A+ / N+ preferred
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: $ 62,600.00 to $ 84,500.00 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 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: ***/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 ***
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