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Technical Service Delivery Director

Ticketmaster
Job LocationStoke-on-Trent
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary, full-time or part-time

Job Description

We’re looking for a Technical Service Delivery Director with a passion for providing excellent client service. You will be responsible for building and maintaining client-side technical relationships within the sports sector and will oversee service delivery from both technical and operational aspects. With interpersonal and leadership skills you will coordinate and enable delivery across Ticketmaster teams, client-side technology teams and their technology service providers.You will also lead, manage and inspire a team of Project Managers to develop and deliver our strategic portfolio. You will have broad experience of delivering programmes and portfolios of work in a mixed methodology environment. Responsibilities include team management, leadership and coaching, recruitment and performance management, ongoing development and improvement of PMO services, project governance and audit.You will understand the importance of setting objectives and agreeing a set of key results to demonstrate the success of projects, services and initiatives. Crucially, you will be a great communicator - you’ll be able to communicate through metrics, showcases, presentations and written communication and tailor messages appropriately for the target audience whether discussing the health of the projects portfolio with the exec team, mentoring a member of your team, or presenting at a conference.At Ticketmaster we understand that it is our people and our teams who make us great. You will be a team player who works closely with peers to agree effective strategies for delivering business outcomes and services, you will ensure team structures support delivery, and you will help teams deliver rapidly and safely.The person in this role will have the ability and gravitas to lead, inspire and enable teams. You’ll be used to working in a mixed methodology environment and will be skilled at helping teams collaborate with each other and align outcomes.WHAT YOU WILL BE DOING

  • Maintain and strengthen technical client relationships and ensure quality of service meets or exceeds client satisfaction
  • Overseeing onboarding, setup, implementation, go-live, support and monitoring of new clients as they migrate over to our products and services. Working closely with technical and operational teams during each stage of the delivery process
  • Coordinating client setup and activities that include venue installations, data migrations, third party setup and system integrations between Ticketmaster, our clients and their third-party providers
  • Owning external communication for technical changes to service
  • Coordinating technical changes and deployments between Ticketmaster engineering teams, our clients and their third-party providers ensuring delivery is low-risk and with consideration for safety, security and reliability
  • Facilitating technical planning workshops with stakeholders and teams to set expectations and plan the setup, integration and implementation of Ticketmaster’s services and products
  • Taking ownership of on-boarding, support and planning (including chasing) of clients and their third parties to get work live
  • Traveling 1-2 weeks per month to Athens and Gomel where engineering teams are located, and travelling to client sites across the UK when needed to support teams and maintain relationships
  • Working with a team of project managers and coaches, alongside other areas of the business including technology and product teams, to deliver projects and initiatives that support Ticketmaster International’s strategic objectives.
  • Continuously demonstrating the principles of professional project management and governance, providing a consistently reliable service to sponsors, key stakeholders and colleagues.
  • Maintaining a good understanding of the Ticketmaster International business and its strategic goals and ensuring the projects portfolio is aligned and optimised to support the business in achieving its strategy.
  • Ensuring PMO principles, processes, methods and tools are deployed effectively to enable delivery whilst effectively managing risk.
  • Setting an example to peers and staff on the shared ownership of all tasks required to complete good quality work for the delivery of outstanding service.
  • Providing advice and coaching to new or inexperienced colleagues on all aspects of Project Management and project governance and control; within the organisation and the methods and organisation of the business.
    • WHAT YOU NEED TO KNOW
  • Fluent in English with proven experience managing the integration of complex systems into the business environment.
  • Certified in a recognised Project Management or Agile framework (PRINCE2, PMP, SAFE etc).
  • Proven leadership skills with experience of managing, inspiring and coaching a team of project managers or coaches
  • Demonstrable experience of working with business and technology teams to define, develop, test and successfully deliver new products, systems, business solutions.
  • Experience of managing complex change initiatives, programmes or portfolios within a large organisation
  • Ability to critically assess the impact of decisions, encouraging cross-functional brainstorming and project teaming.
  • Proven project management skills and in-depth understanding of the discipline and associated planning and control tools and artefacts.
  • Experience of setting and aligning goals and OKRs for individuals and teams.
  • Comprehensive understanding of the latest trends in the software development industry.
  • Experience using PPM tools including Confluence and Jira.
    • YOU (BEHAVIOURAL REQUIREMENTS)
  • Communicate clearly and transparently, both orally and in writing.
  • Take ownership and accountability for delivering portfolio initiatives
  • Lead, coach, inspire and manage teams to achieve their objectives and maximise outcomes
  • Support an innovative mindset, encouraging fresh ideas and instilling a culture of continuous improvement
    • Required skills
  • Agile
  • Confluence
  • Project Management
  • JIRA

    • Keyskills :
    Agile Confluence Project Management JIRA

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