IT Service Delivery Manager

JOB NUMBER: JB04403

VACANCY NUMBER: ADV05457

SHARE: https://www.careers.msccruises.com/vacancy/ADV05457/it-service-delivery-manager-miami

ORGANIZATION: MSC Cruises INC.

BUSINESS AREA: Office

LINE MANAGER: Port Operations IT Manager

MSC’s cruise division is constructing a state-of-the-art purpose-built mega cruise terminal at Port Miami designed to process 36,000 guests in a single day. The terminal will be privately operated and will include cutting edge technology in the cruise sector, including the latest features in biometric and facial recognition for guest processing and a design-built automated baggage handling system.

We are seeking a dynamic onsite IT Service Delivery Manager to ensure that all systems and technologies required for the smooth terminal embarkation and disembarkation of passengers are installed and functioning correctly.

•Lead onsite IT service delivery and support for the MSC Miami Terminal.

•Manage end-to-end ship-to-shore and check-in technologies.

•Troubleshoot and respond to outages or failures, especially during embarkation and disembarkation.

•Assist senior management in planning and implementing contingency plans for the terminal.

•Ensure seamless communication between IT Operations, Port Operations, and ship operations, particularly in scenarios affecting ship departure times.

•Build and maintain relationships with vendors supporting infrastructure, hardware, and networks.

•Implement and manage documentation of internal processes.

•Ensure all IT solutions and services provided by service providers adhere to MSC IT operational policies and procedures.

Ideal Candidate Profile:

•Demonstrated experience with terminal network infrastructure, topology, and back-end systems.

•Ability to maintain continuous network and Wi-Fi infrastructure operations, including knowledge of redundancies.

•Experience managing interfaces between hardware and software components, including ship-to-shore communications systems and applications.

•Experience managing and supporting internal and third-party systems, including preventative and reactive maintenance.

•Ability to troubleshoot and manage physical hardware infrastructure (racks, cables, switches, connections).

Pre-requisites:

•Flexibility to respond to terminal and ship operations, often occurring at non-traditional work hours.

•Availability after hours and on days off.

•Willingness to accommodate ship operations on weekends.

Skills and Knowledge:

•Minimum of 3 years of IT or service management experience ideally within cruise terminal operations.

•Bachelor’s degree in computer science, Computer Engineering, or equivalent work experience required.

•Knowledge of ship-to-shore multi-vessel networks, IT infrastructure, networking, embark check-in technologies, and CBP technologies.

•Strong problem-solving skills and the ability to make critical decisions under pressure.

The ideal person must have US work Authorization.

MSC Cruises USA is an equal opportunity employer that complies with EEOC rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

In the course of our recruitment and selection process, we may make your Personal Information available to third parties such as recruitment agency, intermediaries and other business partners.