Senior Manager, Technical Service Delivery – Amazon Store

Job Summary:WHO ARE WE?Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 620 million tickets sold annually and approximately 10,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 50,000 events annually for nearly 7,000 artists in 40+ countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect more than 1,200 sponsors with the 145 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com.WHO ARE YOU?Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on! THE ROLEAt Live Nation Entertainment, we are at the forefront of the live entertainment industry, leveraging cutting-edge technology to drive our business forward. As the Vice President of Strategic Programs, you will have the opportunity to drive strategic enterprise programs that improve the technology landscape of a global leader, driving innovation and excellence in every aspect of our global operations.​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.WHAT THIS ROLE WILL DO:Service Delivery and Governance: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 partnersOversee ERP system implementation (Oracle Fusion, OneStream), with responsibility for technology delivery, QA, release governance and IT SOX compliance.Stakeholder Management: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.Team Leadership and Development:Guide the support team through coaching and performance evaluations.Handle staffing, resource allocation, and ensure the team stays updated on Oracle technologies.Continuous Improvement and Innovation:Lead efforts to enhance service quality.Develop automation tools.Perform root cause analysis for issue prevention and system optimization.QA, Cutover Planning and Boundary Systems Support: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 financialsEnsuring all cutover activities and procedures are well-documentedWHAT THIS PERSON WILL BRINGMinimum 10 years of progressively Managerial experience in technologyMinimum 5 years in leading complex technology-driven transformation programs in large, global organizationsDemonstrated experience in implementing programs in the technology space and familiarity with PCI & SOX compliance.Demonstrated experience in guiding highly technical development & engineering teamsExperience in driving system integrator & technology vendor performanceExperience 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 levelsDegree in business or a related fieldBENEFITS & PERKSOur motto is ‘Taking Care of Our Own’ through 6 pillars of 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 daysWEALTH: 401(k) program with company match, stock reimbursement programFAMILY: New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy supportCAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repaymentOTHERS: Volunteer time off, crowdfunding matchEQUAL EMPLOYMENT OPPORTUNITYWe aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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. Live Nation is an equal opportunity employer. It hires and promotes employees based on their experience, talent, and qualifications for the job and does not tolerate discrimination toward employees based on 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, intersectionality, 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.Live Nation affords equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee consistent with its legal obligations to do so. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant or employee to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants and employees are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek or currently occupy. Any applicant or employee who requires an accommodation in order to perform the essential functions of the job should contact either the hiring manager for the role or a Human Resources representative to request the opportunity to participate in a timely interactive process.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.Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.#LI-CB1#LI-REMOTEUNITEDSTATES