IT Service Delivery Manager, Live Nation
$120-150k
+ Stock reimbursement program
Office located in Beverly Hills, CA
Entertainment events promoter and producer
Be an early applicant
Entertainment events promoter and producer
1001+ employees
Be an early applicant
$120-150k
+ Stock reimbursement program
Office located in Beverly Hills, CA
1001+ employees
Company mission
Live Nation's mission is to help live music fans more easily and quickly find concert tickets and information about their favourite artists and venues.
Role
Who you are
- 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
- 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
- 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
What the job involves
- 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 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
- This position is based in Beverly Hills, with the potential for occasional remote work upon approval and will report to VP of Corporate IT
- 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
- 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
- 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
- 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)
- 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
- 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
- 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
- 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
- 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
- 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
- Stay updated on relevant laws, regulations, and industry standards
- Ensure all IT services and practices comply with legal and regulatory requirements
- 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
Our take
Live Nation is the world's leading live entertainment company, sitting at the top of the market in live events and ticketing. Formed in 2009, it is a major international company, with key business segments made up of concerts, ticketing, and sponsorship and advertising.
Despite its dominant position in the market, the company saw an 84% drop in revenue during 2020 and the closure of live events. Since then, however, demand has been stronger than ever for their ticket sales. This is a reflection that live events remain a clear priority for consumers and has been further reflected in Live Nation's acquisitions of companies - like Goodlive - that complement and bolster Live Nation's portfolio.
In addition to live events, a key area to watch for Live Nation will be the rise of online concert streaming, like that undertaken by competitors such as Driift. Major festivals such as Glastonbury have trialled online concerts with mixed reviews. If it proves successful, this could be a major new section of the entertainment market and a big potential part of Live Nation's future ventures.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
- 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
Company values
- Live for artists - Artists are the heart of what we do and we have deep reverence and respect for their creativity. We believe live music is vital to art and culture which is why in 2019, we paid artists more than $6 billion, making Live Nation by far the largest financial supporter of musicians. Beyond global touring deals and festival performances, our Artist Nation group offers services such as management, business marketing and consulting to artists across all genres
- Live for decentralisation - We don’t believe in bureaucracy and we don’t mandate synergy. We keep our corporate teams small, because we trust that our decentralized divisions know how to make the best decisions for their businesses in real time
- Live for ideas - Part of working in a creative industry is imagining what could be and exploring the possibilities. We encourage everyone at Live Nation to dream big and email our CEO with ideas to move our business forward
- Live for entrepreneurship - Employees who thrive here are self-starters who are experts at what they do. While we give a tremendous amount of independence to our employees, we are also precise and exacting about performance. There is no hiding behind process here. You are evaluated on your results and concrete contributions to our business
- Live for focus - We have a long “To Do” list but an even longer “Not To Do” list. As the demand for live events continues to grow across the globe, we have to stay focused on our core mission of connecting artists with their fans for those magical hours of live music
- Live for talent - We believe talent comes from any place or background. This is not a place for elitists. We hire people for who they are – hard workers who deliver results and are passionate about what they do
Company HQ
Barbican, London, UK
Articles
Leadership
Michael Rapino
(President and CEO, not founder)They worked for 10 years in various marketing and entertainment capacities at Labatt’s Breweries of Canada. They held several roles at Clear Channel Communications, including President and CEO of Global Music. They were named CEO and President of Live Nation in 2005.
People progressing
Joined as a Financial Accounting Manager in 2017, promoted to Director and then VP of Financial Accounting.
Joined as Executive VP Marketing in 2012, promoted to Senior VP & Head of Marketing after 2 years.
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