It Manager, Service Delivery

Feld Entertainment® is the worldwide leader in producing and presenting live touring family entertainment experiences that bring people together and uplift the human spirit. Properties include Ringling Bros. and Barnum & Bailey, Monster Jam®, Monster Energy Supercross, Disney On Ice, Marvel Universe LIVE!, Jurassic World Live Tour, Kawasaki and Spin Master. Across the brand portfolio, Feld Entertainment has entertained millions of families in more than 75 countries and on six continents. Visit feldentertainment.com for more information.

We are seeking a dynamic IT Manager for Service Delivery to drive and align our initiatives and to support the strategic operations of our IT department. This individual will represent the CIO, overseeing the delivery of IT services and managing the IT department's resources. They will also ensure effective communication within the IT department, fostering a collaborative culture.

Essential Functions

• Any other duties as assigned by management.
• Oversee the delivery of IT services, ensuring alignment with business objectives and customer needs
• Establish and maintain strong relationships with vendors, managing key contracts and service agreements
• Monitor and report on service metrics, ensuring adherence to service level agreements (SLAs) and driving continuous improvement efforts
• Ensure effective internal communication within the IT department, disseminating key information and fostering a collaborative culture
• Assist in managing the IT department, coordinating resources, facilitating communication, and resolving issues
• Represent the CIO in meetings and communications, ensuring alignment across the IT department and the broader organization
• Contribute to strategic planning, helping to set priorities and drive the execution of strategic projects
• Drive the resolution of service-related issues, coordinating with internal teams and vendors as needed
• Manage risks associated with service delivery, implementing mitigation measures as necessary

Qualifications

• Entertainment work experience is highly desired.
• Comfortable working with minimal direction within a fast paced rapidly changing environment
• Experience in managing vendor relationships and contracts
• A minimum of 8 years of experience in IT service management, with a proven track record of delivering high-quality services

Skills & Abilities

• Knowledge of IT service management frameworks and best practices, such as Service Desk operations
• Strong communication and interpersonal skills, with the ability to represent the CIO and effectively communicate with all levels of the organization
• Strong knowledge working with Managed Service Providers
• Strong leadership and team management skills, with the ability to delegate effectively and drive high performance
• Strong organizational skills and ability to multi-task in a large business environment

Given the touring nature of Feld Entertainment’s business, COVID vaccination is strongly encouraged for successful candidates.

International Touring Personnel

To the extent international touring personnel are visiting a jurisdiction that requires vaccination, proof of vaccination in accordance with the relevant international law should be submitted directly to either the Tour Manager or to Human Resources at least six weeks prior to the start of the tour. The Company will maintain all information regarding vaccination status as confidential in accordance with applicable laws. The Company cannot guarantee employment for any Associate who is unable to satisfy foreign entry requirements.

Mitigation Guidelines for touring employees will remain in effect until further notice as do applicable venue, local, state and/or international requirements, rules, regulations and/or laws, if any.

Equal Opportunity Employer

Feld Entertainment is proud to be an Equal Opportunity Employer and a Drug Free Workplace. We are committed to providing an inclusive environment for our employees, customers, and partners worldwide. We celebrate diversity and encourage our profoundly talented workforce to express themselves proudly. Our successful business model requires different perspectives and voices so that we can create the incredible live shows we put on. Come join us and help us light up the world.