Vice President of IT Service Management

Job Summary:

About Live Nation Entertainment

Live Nation Entertainment is the world’s largest live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. With 550 million fans and operations in over 40 countries, somewhere in the world every 18 minutes a Live Nation Entertainment event takes place. We manage some of the world’s biggest artists, produce some iconic music festivals, oversee world leading venues and, through Ticketmaster, operate one of the largest ecommerce sites. For additional information, visit www.livenationentertainment.com. Our Global IT function is a critical enabler of this operation, delivering technology infrastructure, enterprise services, and innovation across every region we operate in.

Job Purpose

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.

Reporting to the SVP / Global Head of IT Operations, this role owns the global service management operating model supporting approximately 25,000 employees and a diverse portfolio of corporate offices, venues, and business operations.

The role has end-to-end accountability for global Service Desks and Tier 1 / Tier 2 support, ITSM processes and platforms, end-user technology, IT asset management, workplace technology, and the employee technology lifecycle. A key priority is to modernise service delivery through AI, automation, self-service, standardisation, strong operational governance, and a relentless focus on employee experience.

Role Description

Strategic Leadership:

• 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

Global IT Service Management Leadership & Service Excellence

• 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.

ITSM Processes, Governance & Platforms

• 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.

AI, Automation & Service Transformation

• 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.

End-User Technology & Employee Lifecycle Management

• 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.

IT Asset Management and Workplace Technology

• 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.

Experience & Qualifications

Essential

• 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.

Desirable

• 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.

Live Nation Entertainment is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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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.