IT Service Delivery Manager

Job Description

THE JOB:

The Concerts Technology team is looking for a highly motivated, passionate, and enthusiastic individual who is interested in managing IT service delivery for our Venue Infrastructure and Application support teams at Live Nation. As the IT Service Delivery Manager, you can expect to gain real-world experience and an intimate understanding of IT service delivery concepts as they are applied within the exciting/dynamic entertainment industry.

WHAT THIS ROLE WILL DO
• The IT Service Delivery Manager will be a leader on the Venue IT team, developing key talent, ensuring continuous improvement in staff competencies, skills and knowledge.
• Successful candidate will develop and maintain the Live Nation US Concerts IT service delivery catalog and be accountable for all IT services provided for Venues, Festivals, and Offices in North America.
• To ensure a world class environment for our fans and artists, the successful candidate will work with LN leadership to develop service delivery policies and procedures in alignment with company goals and will work to continuously improve those policies through innovation and efficiency.
• The IT Service Delivery Manager will communicate and ensure adoption of IT service delivery policies and procedures with venue operations, internal service delivery teams, and 3rd party providers.
• The successful candidate will develop and establish SLAs and OLAs with service delivery providers in alignment with Live Nation Concerts organizational and business goals, and work to ensure their terms are met.
• The IT Service Delivery Manager will establish KPIs, and critical success factors (CSFs) to help measure performance for IT Services, processes, operations and work environments.
• The IT Service Delivery Manager will track the performance of service delivery teams and periodically report on that performance with analysis and recommendations for improvements.
• The successful candidate will assist in developing budgets and tracking costs associated with IT Service delivery, and will work to ensure 3rd party invoices are approved and satisfied by the appropriate budget owners.
• The successful candidate will assist with hardware procurement, as well as establish, maintain and enforce inventory management of all venue IT Hardware and work to ensure proper accounting.
• They will make quick decisions on proper ways to align customer requirements with existing company or departmental procedures with a focus on innovation and continuous improvement.
• The IT Service Delivery Manager will ensure managed service partners and external vendors are meeting established SLAs via effective reporting mechanics.
• They will have telecom experience including, ordering new and maintaining of existing circuits

WHAT THIS PERSON WILL BRING
• Proven Service Delivery Management experience (10-15 years) combining IT Service Delivery, solutions implementation, project management, operations management, IT Vendor Management.
• Knowledge of developing and managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
• Experience leading a team of diverse contributors focusing on processes and communication
• Experience of ITSM software applications and tools, analysis, and reporting.
• Service, project and results-orientation, with strong analytical and problem-solving skills.
• High-energy work ethic, ability to establish vision, drive change and deliver results.
• ITIL v3 Expert certification with strong knowledge of ITIL preferred
• Project Management Professional (PMP) certification desired
• Six Sigma certification desired
• ZenDesk reporting, matrix and analytics experience preferred
• Ability to deliver training and communicate standards to IT stakeholders as well as internal and 3rd party service delivery teams
• Proficient with Microsoft Office applications, including VISIO and Excel
• Familiarity with project management tools and software packages
• Experience working in a team-oriented collaborative environment
• Extensive experience working with vendors and ensuring successful delivery of services and results
• Strong oral and written communication skills
• Must be a self-starter with the ability to work well in a team environment

BENEFITS & PERKS - Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
• HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Paid time off policy including holidays, sick time and day off for your birthday, free concert tickets
• WEALTH: 401(k) program with company match, Stock Program Reimbursement
• FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network

The expected compensation for this position is:
$88,000.00 USD - $110,000.00 USD
** Pay is based on a number of factors including market location, qualifications, skills, and experience.

Jobcode: Reference SBJ-gkmomq-52-15-200-167-42 in your application.