Service Delivery Lead

Description

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 Lead, Service Delivery to fill this hybrid role, based in Miami, FL. You’ll be responsible for working within the IT Service Delivery and Infrastructure team for Holland America Line and Seabourn and serving 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 Lead, Service Delivery. Is this you?

Responsibilities

Actively participate in Incident, Problem, and Request Management

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

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 data-driven 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

Attend meetings

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

Associate degree in information technology, Computer Science, IT Service Management or equivalent experience

Comptia A+ / N+

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)

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

Familiarity with Software Development Life Cycle & Agile or DevOps

Prior experience with Web Developer/Applications Developer, QA/UAT testing, Adobe Manager Services or Adobe Experience Manager, and Webmethods preferred

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 analyze issues and normalize relevant information

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: $68,700.00 to $92,700.00. 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:

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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