Senior Service Manager

Job SummaryJOB DESCRIPTION – Senior Service Manager Location: US Flexible – (Mountain or Central Time Zone) Division: GTO – App SupportLine Manager: Senior Manager, Service ManagementContract Terms: Full Time/RegularTHE TEAMThe Service Management team is part of the Ticketmaster Global Technical Operations group and is jointly responsible for ensuring optimal service delivery. The team is responsible for the design, implementation and governance of IT controls/process to lead the pursuit for service delivery excellence.THE JOBThis is a multi-discipline role within the Service Management team. Responsibilities include Incident Management (Disaster, Major, and Normal incidents), Problem Management, Change Management, and overall Service Management governance, data quality, reporting, process improvement, and stakeholder engagement.We are looking for an individual with a keen analytical mind, a strong appreciation of technology, and mastery of multiple Service Management disciplines. Someone with a passion for systems-thinking, innovation, and automated solutions, and experience applying Lean thinking to everything they do. This Senior professional role will be responsible for coaching and mentoring team members to ensure the entire team is positioned for success and up to date on current departmental procedures, inter-team dependencies, project initiatives, etc.BENEFITS & PERKSOur 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 ticketsWEALTH: 401(k) program with company match, Stock Program ReimbursementFAMILY: New parent programs & support including caregiver leave and infertility supportCAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainingsOTHERS: Volunteer time off, crowdfunding networkWHAT YOU WILL BE DOINGGeneral ActivitiesBuild and maintain customer and stakeholder relationships.Ensure quality standards are met across the team.Cross-functional collaboration on SLA’s for availability and performance.Report against performance to Business and Technology stakeholders.Data analysis for insight to opportunities for improvement.Collaboration with team leadership on program initiatives.Create, publish, and maintain documentation for business and technology audiences.Lead and facilitate meetings with business and technology stakeholders.Collaborate to identify, propose, and implement improvements across Service Management disciplines.Drive Service Management process adoption and compliance across the Technology organization.Build and analyze metrics to identify potential problem areas and solution recommendations.Help to lead the evolution of Service Management at Ticketmaster, process development and maturity.Lead Service Management team obligation to process ownership, operations, and governance.Incident Management and Problem ManagementRespond to support escalation for high-priority incidents as part of 24/7 on-call rotation.Lead escalated incident mitigation activities with urgency and determination.Drive efforts to complete high-priority incident follow up actions to prevent reoccurrence.Deliver concise and timely communication to Technology teams and affected Business stakeholders.Lead and facilitate Post-mortem and RCA tasks for high-priority incidents.Ensure that subsequent incident reports are completed and distributed to stakeholders.Assist in the transition and management of Incidents into the Problem Management ProcessChange ManagementProcess change requests and adhere to audited procedures for documentation, authorization, and approval.Lead and facilitate regular and ad hoc CAB meetings.Know and adhere to regulatory requirements related to Change Management. (PCI, SOx, etc.)Other Process ManagementLead team obligation to ownership, operations, and governance of other Service Management processes such as Request Fulfillment, Knowledge Management, and Service Availability Management.Identify and deliver improvements to existing processes and support models.Promote a service protection mindset across Technology teams.Apply best practice approaches for Incident, Problem, and Change Management to optimize risk.Collaborate with engineering and development teams to automate Service Management practices.Provide expertise and coaching to Technology teams on all Service Management processes.Report on Technology team performance against process KPIs.Service CatalogueManage adoption of the new product inventory management toolset.Assist in data capture and validation across Ticketmaster’s product portfolio.Drive initiatives for process and tool improvements.Service ContinuityAssist in build and design of DR processes and plans for technical operations teams.Support in the planning and coordination of disaster recovery simulated testing.Drive post-test retrospectives and improvement work.WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)Educated to degree level is advantageous or relevant experience in an enterprise technical operations environment.ITIL v3 or ITIL v4 Foundations certification. Additional and advanced Service Management certification is beneficial.Professional experience aligned to ITIL Service Management practices for Incident Management, Problem Management, & Change Management. Additional experience with Request Fulfilment, Knowledge Management, and Service Availability Management is beneficial.Proven success in developing and implementing new processes, operational plans, standards, customer-value oriented service improvements that have impact on the achievement of functional results.Proven success seeing strategic, complex, and/or high-risk ITSM initiatives through to completion, such as advanced process improvement, tool implementation, and getting key stakeholder buy-in.Excellent English language writing and speaking skills. Additional languages are beneficial.Able to effectively explain technical issues and situations in non-technical terms for business stakeholders, and also able to explain business context and acceptance criteria for technical engineers and developers.Understanding of general technology concepts, networking, server management, application development, operating systems.Practical knowledge and appreciation of current and emerging technologies and practices such as AWS, Cloud technology, Containerization, Database Management, CI/CD, DevOps, SRE, Agile, Scrum, Kanban, and Lean.Need to have experience with ITSM service management, process design, and enterprise collaboration tools.Knowledge of Jira, PagerDuty, Domo, Confluence, Statuspage, LucidChart, Microsoft 365, Google GSuite is beneficial.YOU (BEHAVIOURAL SKILLS)Work independently with minimal supervision, and collaborate synchronously and asynchronously on tasks and projects as part of a globally distributed team.Persistent curiosity and eagerness to discover, share, and apply knowledge about the dynamic network of Ticketmaster teams, lines of business, practices, and technology.Respectfully coach and elicit collaboration from a variety of colleagues, stakeholders, and managers.Team player with a passion for service and a proven ability to work with technical and non-technical colleagues across all levels of the organization.Communicate clearly, transparently, candidly, and respectfully under pressure.Operate with focused calm and efficiency during critical and sensitive circumstances.Keen attention to detail, and strong organizational, customer service, and decision-making skills.Organize, prioritize, and manage time effectively in a fast-paced environment.Adapt to shifting priorities, demands, and timelines.Take accountability for your actions and own tasks through to completion.LIFE AT TICKETMASTERWe are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.Our work is guided by our values:Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a teamIntegrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we representBelonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thriveEQUAL EMPLOYMENT OPPORTUNITYWe are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion.  You will be working in an inclusive environment and be encouraged to bring your whole self to work.  We will do all that we can to help you successfully balance your work and homelife.  As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.  It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process.  Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.HIRING PRACTICESThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.The expected compensation for this position in Colorado is:$104,000.00 USD - $130,000.00 USD**Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the CO EPEWA, a potential new employee’s salary history will not be used in compensation decisions.