[Hiring] Vice President, IT Service Management @Live Nation Entertainment

Role Description

The VP, IT Service Management is a senior global leadership role within Live Nation's Global IT organisation, accountable for the strategy, delivery, governance, and continuous improvement of IT service management across all Live Nation Entertainment businesses globally.

• Develop and implement a comprehensive global IT Service Management capability improvement roadmap that aligns with Live Nation's business objectives and incorporates disaster recovery & business continuity goals.
• Collaborate with executive leadership to identify and prioritize technology initiatives that drive growth and efficiency.
• Envision and implement AI-native practices and tools to drive effectiveness and delivery throughput.
• Implement frameworks and ways of working to ensure regulatory compliance across all technology domains.
• Establish and monitor key performance indicators (KPIs), service-level agreements (SLAs), and other metrics to track performance.
• Own budget management for the function, including forecasting, cost optimization, vendor spend, and capital expenditure planning across security, cloud, and third-party contracts.

• Own the global IT Service Management strategy, operating model, roadmap, standards, and governance across all Live Nation Entertainment businesses.
• Lead global Service Desk and Tier 1 / Tier 2 support services, ensuring consistent, high-quality support across regions, businesses, offices, and venues.
• Define and govern global service levels, KPIs, CSAT, operational performance, service quality, and continuous improvement programmes.
• Act as the senior escalation point for major service issues and business-impacting support challenges, ensuring clear ownership, communication, and resolution.

• Own and mature core IT Service Management disciplines globally, including Incident, Major Incident, Change, Problem, Request, Knowledge, Service Catalogue, and Configuration Management.
• Establish consistent global processes, controls, reporting, and governance aligned to ITIL principles and Live Nation standards.
• Drive adoption, optimisation, and governance of ITSM platforms and tooling, ensuring they enable efficient workflows, accurate reporting, and a strong employee experience.
• Partner with Cyber Security, Infrastructure, Applications, and business technology teams to ensure service management processes support operational resilience, security, and compliance.

• Lead the strategy and adoption of AI, automation, self-service, and digital support capabilities across IT Service Management and Service Desk operations.
• Identify opportunities to automate repetitive support activity, improve ticket deflection, accelerate resolution, and increase employee self-service.
• Develop a data-led service improvement roadmap using service analytics, trends, employee feedback, and operational insights.
• Drive standardisation and simplification across global support services while recognising appropriate business and regional requirements.

• Own the global operational service for desktop and end-user technology, including Windows and Mac environments, endpoint support, peripherals, and associated workplace technologies.
• Ensure effective technology onboarding, offboarding, moves, adds, and changes for employees globally, with clear standards and a consistent employee experience.
• Partner with engineering and security teams to ensure end-user devices remain secure, current, supportable, and aligned to enterprise technology standards.

• Own global IT Asset Management processes covering the lifecycle, inventory, control, deployment, recovery, and disposal of end-user technology assets.
• Oversee operational technology services within office locations, including office networking, Wi-Fi, meeting room technology, AV/VC, printers, and related workplace services.
• Lead IT service delivery for office openings, relocations, expansions, moves, and changes, coordinating effectively with Real Estate, Facilities, business teams, and technology partners.
• Manage office networking technologies, including observability, lifecycle refresh programmes, standards, and compliance, ensuring resilient, secure, and consistently managed services across the global office estate.
• Drive vendor performance, commercial discipline, asset optimisation, and standardisation across workplace and support services.

Qualifications

• Significant senior IT Service Management and IT Operations leadership experience within a large, complex, multi-site global organisation.
• Proven experience leading large-scale global Service Desk, Tier 1 / Tier 2, end-user computing, and workplace technology services.
• Deep knowledge of ITSM and ITIL disciplines, including Incident, Major Incident, Change, Problem, Request, Knowledge, Service Catalogue, and service-level management.
• Demonstrable experience transforming IT support through AI, automation, self-service, service analytics, and process optimisation.
• Strong experience of enterprise end-user technology environments, including Windows, Mac, endpoint services, office networking, AV/VC, printers, and workplace technology.
• Experience owning IT Asset Management and employee technology lifecycle processes at enterprise scale.
• Strong commercial and vendor management experience, including budget ownership, contract performance, cost optimisation, and outsourced or managed service partners.

Requirements

• Experience working within a de-centralized IT organization.
• CISSP, CISM, ITIL, PMP, or equivalent professional certifications.
• MBA or equivalent business qualification.
• Experience working within a large, publicly listed organization.

Skills & Personal Attributes

• Exceptional global leadership and stakeholder management skills, able to engage credibly from Service Desk teams through to C-suite executives and business leaders.
• Strong communicator with the ability to translate service performance, technology issues, and transformation priorities into clear business outcomes.
• Highly organised and comfortable leading multiple global services, priorities, vendors, and transformation initiatives simultaneously.
• Collaborative leadership style with the ability to build, develop, and inspire high-performing geographically dispersed teams.
• Data-driven and commercially minded, with a strong focus on employee experience, value delivery, cost discipline, and measurable operational performance.
• Resilient and decisive under pressure, particularly during major incidents, service disruptions, and high-profile business escalations.
• Passionate about simplification, standardisation, automation, and continuous improvement.
• Genuine passion for technology and service excellence as enablers of employee productivity and business growth.

Compensation

The expected compensation for this position is: $243,000.00 USD - $304,000.00 USD. Pay is based on a number of factors including market location, qualifications, skills, and experience.

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.