Director, Global IT Operations

Job Description

THE TEAM
We're looking for a Director, Global IT Operations (Center of Excellence) to lead the transformation of our Global IT Operations into a data-driven, automated, and continuously improving organization. This role sits at the intersection of business strategy, process governance, and operational excellence - shaping how Live Nation Entertainment delivers IT services at scale across the world.
THE ROLE
This Director, Global IT Operations (Center of Excellence) will be responsible for establishing and leading the frameworks, processes, and insights that drive operational maturity across Global IT Operations. You will also oversee the design and governance of IT processes, performance reporting, communications, and training - ensuring consistency, transparency, and accountability across the enterprise and lead a global team of process owners, analysts, and enablement specialists focused on advancing service quality, governance compliance, and operational performance.
If you're passionate about enterprise enablement, building structures that empowers agility, and driving measurable value through data, automation, and process maturity - this is your stage.
WHAT THIS ROLE WILL DO:
IT Operations Center of Excellence Leadership
• Drive the overall strategy, roadmap, and execution of the Operations CoE to mature service delivery, process alignment, and data-driven decision-making.
• Build global frameworks that enable transparency, standardization, and efficiency across all IT Operations functions.
• Partner with senior technology leaders to align operational priorities with business outcomes and customer experience goals.
• Define, track and improve global success metrics - SLAs, CSAT, MTTR, automation rate, and process compliance.
Business Engagement & Process Enablement
• Act as a strategic partner to business and technology leaders, translating organizational goals into actionable IT initiatives.
• Design, document, and optimize global IT processes to drive consistency, scalability, and service excellence.
• Lead continuous improvement initiatives leveraging ITIL, Lean, and Six Sigma methodologies.
• Champion automation-first operations, partnering with Engineering and AI Enablement teams to deploy workflows, bots, and orchestration tools that reduce manual effort.
Governance, Standards & Knowledge Management
• Define and enforce IT governance frameworks, policies, and operational standards across all regions and service lines.
• Partner with Risk, Cyber security, Data Privacy and Compliance teams to ensure alignment with PCI, SOX, GDPR, and audit requirements.
• Oversee the global IT Knowledge Base, ensuring accurate, accessible documentation and playbooks for all operational areas.
• Conduct governance audits, process maturity reviews, and drive continuous improvement through automated compliance and policy monitoring.
• Establish a ''governance through enablement'' model - ensuring that standards empower agility rather than constrain it.
Team Leadership & Collaboration
• Lead and mentor a global team of analysts, process managers, data specialists, and enablement professionals.
• Foster a culture of innovation, collaboration, and accountability focused on measurable outcomes and user satisfaction.
• Partner cross-functionally with Global Service Delivery, Workplace Technology, AI Enablement, and Security teams to ensure cohesive and effective operations.
• Champion inclusiveness, transparency, and shared success across teams and regions.
Reporting, Insights & Dashboards
• Develop unified reporting frameworks and executive dashboards to visualize performance, SLA trends, and operational health.
• Deliver actionable insights through tools like Power BI, Tableau, and Zendesk Explore to support strategic and tactical decisions.
• Introduce predictive analytics to identify emerging issues, optimize resource allocation, and improve service delivery.
• Establish a culture of data-driven performance management across IT Operations.
Communications & Training
• Lead the development of global communication strategies to drive transparency and engagement across IT Operations.
• Oversee training and enablement programs to ensure teams are equipped with the skills and knowledge to execute new tools, processes, and technologies.
• Partner with Change Management to support smooth rollouts of operational initiatives and enterprise-wide programs.
• Promote a culture of service excellence, awareness, and accountability through ongoing education and recognition programs.
WHAT THIS PERSON WILL BRING
• 8–10 years of experience in IT Operations, Governance, Service Management, or Process Enablement leadership roles (global scale preferred).
• Bachelor's degree in Computer Science, Information Systems, or Business Administration (Master's degree preferred).
• Proven track record of leading Operational Excellence, ITIL, and Governance initiatives across enterprise environments.
• Demonstrated success implementing automation, analytics, and reporting solutions within IT service management frameworks.
• Strong expertise with tools such as Zendesk, Power BI, Tableau, and workflow automation or orchestration platforms.
• Exceptional communication, executive presentation, and stakeholder management skills.
• Experience working across multi-regional teams and driving transformation across diverse business and technology functions.
• A data-driven mindset, strategic vision, and the ability to turn insights into sustainable operational outcomes.
Why You'll Love It Here
• You will play a key role in redefining how Live Nation delivers and manages global IT operations.
• You will drive enterprise transformation in one of the most dynamic, creative industries on the planet.
• Collaborate with talented teams that thrive at the intersection of technology, innovation, and entertainment.
• We're a culture of flexibility, autonomy, and purpose, and you'll find your work directly impacts the fan and employee experience.
BENEFITS & PERKS
Our 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 days
• WEALTH: 401(k) program with company match, stock reimbursement program
• FAMILY: New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support
• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• OTHERS: Volunteer time off, crowdfunding match
EQUAL EMPLOYMENT OPPORTUNITY
We 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 m

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Jobcode: Reference SBJ-wp818p-216-73-216-143-42 in your application.