Client Team Manager responsible for managing a team providing Defined Benefit administration services. Leading client relationships and supporting associates' development in a high - stakes environment.
LE
Hybrid Senior Manager, Technical Software Delivery
Posted 3 months ago
About the role
- Senior Manager driving Oracle Fusion Managed Services operations at Live Nation Entertainment. Overseeing technology delivery, governance and operational excellence for global operations.
Responsibilities
- 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 partners.
- Oversee ERP system implementation (Oracle Fusion, OneStream), with responsibility for technology delivery, QA, release governance and IT SOX compliance.
- Serve as a primary technical contact, fostering relationships and conducting service reviews.
- Guide the support team through coaching and performance evaluations.
- Lead efforts to enhance service quality. Develop automation tools.
- 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.
Requirements
- Degree in Business, Product Management, Program Management, Engineering or a related field
- Minimum 10 years of progressive product and program management experience in technology
- Minimum 5 years in leading complex technology-driven transformation programs in large, global organizations
- Previous experience with Oracle Cloud Fusion preferred
- Demonstrated experience in implementing programs in the technology space and familiarity with PCI & SOX compliance.
- Demonstrated experience in guiding highly technical development & engineering teams
- Experience in driving system integrator & technology vendor performance
- Experience 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 levels.
Benefits
- 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)
- Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
- 401(k) program with company match, stock reimbursement program
- New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support
- Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
- Volunteer time off, crowdfunding match
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