IT Service Delivery Manager

Job Description

THE TEAM:

The IT Support team is the first point of contact with the computer users across the Live Nation Entertainment enterprise. They are responsible for ensuring these employees can work effectively and continuously by providing desktop and workplace IT support services aligned with business need and expectation 24/7 365 days a year.

THE ROLE:

The IT Service Delivery Manager will oversee both our online service desk and on-site technical teams (~25), providing hardware, software, and general IT support to staff across venues and offices. Using their ITIL certification, strong technical background in Windows and Mac environments, and expertise in Active Directory, Tanium, CrowdStrike, Intune, O365, and JAMF (with Zendesk experience preferred), they will be responsible for ensuring efficient service delivery focused on SLAs, resolving high-severity issues, and delivering end-user-focused solutions.

The Delivery Manager will lead their team in setting standards around logging, tracking, and resolving issues, while maintaining up-to-date records in tools like Zendesk. The ideal candidate has strong problem-solving and customer-focused skills, with the ability to manage escalations and drive continuous improvement in IT service delivery.

This position is based in Beverly Hills, with the potential for occasional remote work upon approval and will report to VP of Corporate IT.

WHAT THIS ROLE WILL DO:
• Service Desk Management:
• Oversee the daily operations of the online service desk and on-site support teams.
• Implement and manage ticketing systems, preferably Zendesk to track and monitor service desk performance.
• Ensure timely resolution of service requests and incidents in line with Service Level Agreements (SLAs).
• Develop and enforce service desk policies, procedures, and standards.
• Team Management:
• Lead, mentor, and develop the service desk and on-site technical support teams.
• Conduct regular performance evaluations and provide constructive feedback.
• Organize training programs to keep the team updated on the latest technologies and methodologies.
• Foster a customer-centric culture within the team.
• Technical Leadership:
• Provide expert guidance and support for Windows and Mac operating systems.
• Lead the management and resolution of high-severity incidents and problem reports.
• Oversee the administration of Active Directory, Intune, Office 365, Tanium, and CrowdStrike environments.
• Manage device management platforms like JAMF for Mac devices.
• Process Improvement:
• Implement and promote ITIL best practices to enhance service delivery processes.
• Continuously assess and improve IT service processes to increase efficiency and effectiveness.
• Identify automation opportunities to streamline service delivery.
• Develop and maintain Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Security and Compliance:
• Ensure all IT services comply with company policies and industry regulations.
• Work closely with the cybersecurity team to manage security tools like CrowdStrike and Tanium.
• Implement security protocols to protect company data and assets.
• Conduct regular audits and assessments to ensure compliance.
• Budgeting and Resource Allocation:
• Develop and manage the IT service delivery budget.
• Optimize resource allocation to maximize efficiency and reduce costs.
• Evaluate and recommend new tools and technologies to improve service delivery.
• Reporting and Documentation:
• Generate regular reports on service desk performance, incident resolution times, and SLA compliance.
• Maintain comprehensive documentation of IT processes, procedures, and configurations.
• Present findings and recommendations to senior management.
• Disaster Recovery and Business Continuity:
• Develop and implement disaster recovery plans for critical IT services.
• Ensure business continuity through proactive risk management and contingency planning.
• Regularly test and update recovery procedures.
• Asset Management:
• Oversee the inventory and lifecycle management of IT assets, including hardware and software.
• Ensure compliance with software licensing agreements and regulations.
• Implement asset tracking systems to monitor usage and allocation.
• Customer Satisfaction:
• Monitor user feedback and implement strategies to improve customer satisfaction.
• Address escalated customer issues promptly and effectively.
• Conduct surveys and analyze data to identify areas for service improvement.
• Regulatory Compliance:
• Stay updated on relevant laws, regulations, and industry standards.
• Ensure all IT services and practices comply with legal and regulatory requirements.
• Innovation and Strategy:
• Stay abreast of emerging technologies and industry trends.
• Develop and implement strategies to leverage new technologies for improved service delivery.
• Encourage a culture of innovation within the IT team

WHAT THIS PERSON WILL BRING (TECHNICAL COMPETENCIES):
• Bachelors Degree in Information Technology, Computer Science, Networking etc. preferred but not required
• ITIL Certification required
• 10-15 years of IT experience managing customer service & remote IT Support specifically
• Extensive experience with Active Directory, Intune, JAMF, Tanium, and Office 365
• Technical knowledge of operating systems, desktop applications (Windows 10 / MS Office / Office 365/ Server 2012_16 / Exchange / Mac OS X, 11, 12)
• Sufficient understanding of VPN, Okta, Crowdstrike and other IT System tools to be able to explain on-going issues to Tier 2 & 3 teams
• Previous experience of working with Zendesk & Zoom Contact center would be beneficial
• Experience of cloud-based solutions including Office 365, Slack, Teams, Zoom
• Ambition to grow in the IT industry

WHAT THIS PERSON WILL BRING:

The following attributes determine how the role will be carried out and are required to be a success:
• A positive & customer focused attitude
• Contribute to the team's overall efficiency by being able to provide technical guidance to our techs
• Accurate, organized, diligent & thorough
• Able and willing to acquire new skills and apply them
• A methodical approach to problem solving
• Self-motivated, pro-active, enthusiastic, confident, and personable
• Excellent time keeping
• Comfortable working as part of a team and with a wide range of people
• Flexible approach to work with a willingness to learn on the job
• Fluent in English, Professional Working Proficiency in Spanish would be a bonus
• Strong customer service orientation with exceptional communication skills
• Outstanding problem-solving and analytical capabilities
• To treat all employees and colleagues with respect and to demonstrate a commitment to Live Nation Entertainment's Equal Opportunities Policy

BENEFITS & PERKS
Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• WEALTH: 401(k) program with company match, stock reimbursement program
• FAMILY: New parent programs including caregiver leave and baby bonuses, plus fertility, adopti

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Jobcode: Reference SBJ-gxpn1o-3-139-80-218-42 in your application.