Senior Manager, Technical Service Delivery

LIVE NATION ENTERTAINMENT INC•Houston, TX

48d

About The Position

Live Nation Entertainment is seeking a dynamic and visionary leader to serve as Senior Manager - Technical Delivery Management. This role will have leadership responsibilities for the delivery, governance, and growth of managed services for Oracle Fusion Applications and related modules. Key responsibilities include managing a team of Oracle professionals, ensuring customer satisfaction, driving operational excellence through ITIL frameworks, achieving Key Performance Indicators (KPIs), and contributing to strategic initiatives, service offering development, and revenue targets. The role requires deep expertise in Oracle Cloud Fusion and strong leadership skills. This role will be accountable for overall program success, governance, global team coordination, and the Fusion release notes review and identifying risk and potential impact/improvements for designated customers.

Requirements

Minimum 10 years of progressively Managerial experience in technology
Minimum 5 years in leading complex technology-driven transformation programs in large, global organizations
Demonstrated experience in implementing programs in the technology space and familiarity with PCI & SOX compliance.
Demonstrated experience in guiding highly technical development & engineering teams
Experience in driving system integrator & technology vendor performance
Experience guiding compliance with relevant legal and regulatory requirements, including SOX, SOC, PCI-DSS and familiarity with cybersecurity frameworks (e.g., NIST, ISO27001)
Excellent communication and interpersonal skills and ability to communicate complex technology topics to technical & non-technical audiences at various levels
Degree in business or a related field

Responsibilities

Manage end-to-end Oracle Fusion Managed Services operations, including incident management, service requests, and ongoing system optimization.
Establish and enforce ITIL-based service management frameworks and processes to ensure consistency and quality.
Oversee support queues, triage issues, and coordinate with internal and external stakeholders for timely resolution of production problems.
Ensure all client Service Level Agreements (SLAs) and internal Key Performance Indicators (KPIs) are consistently met or exceeded.
Generate and analyze support metrics and performance reports to monitor service delivery and identify opportunities for improvement.
Continuous review of Fusion release notes and identifying risk and potential impact / improvements for finance business partners
Oversee ERP system implementation (Oracle Fusion, OneStream), with responsibility for technology delivery, QA, release governance and IT SOX compliance.
Serve as a primary technical contact, fostering relationships and conducting service reviews.
Escalate critical matters and collaborate with peers regarding deliverables.
Foster a strong delivery culture ensuring stakeholder satisfaction.
Guide the support team through coaching and performance evaluations.
Handle staffing, resource allocation, and ensure the team stays updated on Oracle technologies.
Lead efforts to enhance service quality.
Develop automation tools.
Perform root cause analysis for issue prevention and system optimization.
Oversee ERP system implementation (Oracle Fusion, OneStream), with responsibility for technology program management, QA, release governance, and IT SOX compliance.
Responsible for developing and executing detailed plans to transition from legacy systems to new IT systems or platforms, minimizing business disruption during go-live.
Coordinate resources, manage timelines, and ensure seamless transitions.
Creating comprehensive plans that outline the tasks, timelines, and dependencies for the transition.
Managing and coordinating cross-functional teams across IT, operations, and business units.
Ensuring all cutover activities are completed on schedule and within the defined project scope.
Overseeing the execution of data migration, system integration, and other critical tasks.
Working to minimize any negative impact on business operations during the transition.
Maintaining clear and consistent communication with stakeholders and providing regular status updates on cutover progress.
Identifying and mitigating potential risks associated with the cutover process.
Ensure data conversions from Legacy to New systems are successfully executed and validated.
Get Inventory of all Boundary systems that consume the new system data or feed into the new system and ensure they work as expected.
Ensure successful QA cycle which includes but not limited to periodic test case execution and validation of test results and clear any blockers with stake holders.
Track project financials
Ensuring all cutover activities and procedures are well-documented

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, adoption, foster, or surrogacy support
CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
OTHERS: Volunteer time off, crowdfunding match

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