VP Service Delivery
Madison Square Garden Entertainment Corp. (MSG Entertainment) is a leader in live entertainment, delivering unforgettable experiences while forging deep connections with diverse and passionate audiences. The Company’s portfolio includes a collection of world-renowned venues – New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall, and Beacon Theatre; and The Chicago Theatre – that showcase a broad array of sporting events, concerts, family shows, and special events for millions of guests annually. In addition, the Company features the original production, the Christmas Spectacular Starring the Radio City Rockettes, which has been a holiday tradition for 90 years. More information is available at www.msgentertainment.com.
The Technology organization at Madison Square Garden provides shared capabilities spanning Service Management, Digital Properties, Infrastructure, and Enterprise Business Systems. The Technology organization is driving a change to bring closer alignment of our technology work to the services provided and business outcomes. The services from Technology are delivered through a shared capability model and implemented by a strong, talented, diverse set of teammates. Using modern technology, platforms and services, and closer alignment with business stakeholders, we focus on aligning business outcomes to the employees that use our services to drive revenue expansion, process efficiency and/or liability management.
The Service Management organization within Technology is responsible for IT Service delivery, asset & configuration management, observability/monitoring, and core employee technology solutions (email, workplace innovation, end user SaaS applications). The Vice President, Service Delivery Management will be a key partner to the SVP Technology & CIO in executing the organizations technology strategy and guiding the planning, design, migration, vendor/partner management, and change enablement activities. The Vice President, Service Delivery Management will be expected to work collaboratively with process and business owners, vendors, partners, leadership, and information technology staff throughout the organization to help ensure services align with the organizational vision, meet business needs, and are implemented successfully.
The Vice President, Service Delivery Management reports to the SVP Technology and is a senior-level position within MSG and the Technology department. The Vice President, Service Delivery Management will lead our talented service delivery teams tasked with the day-to-day administration, analysis, development, and delivery of enterprise IT services, observability and Asset/configuration management. The Vice President Service Delivery Management will be accountable for the overall leadership, architecture, implementation, usage, and roadmap of a portfolio of Technology services, ensuring they effectively support MSGs business operations.
What will you do?
- Implement best practices and industry standards to ensure a consistent, scalable, and effective approach to IT service delivery.
- Partner with other Technology functions to develop and adopt standards and best practice for Service Operations across MSG, including the development and adoption of our strategic operating model and tooling.
- Effectively articulate complex technical concepts, problems, and solutions to audiences of varied seniority and technical acumen.
- Continuously evaluate and improve service offering and delivery models to enhance efficiency, reduce costs, and improve the overall quality of IT services.
- Build the MSG technology brand, attract top talent, develop, inspire and hold accountable senior technologists across MSG but with specific focus on the areas of accountability.
- Partner with Program and Project Management resources to manage scope, schedule, and resources to ensure work is delivered in accordance with business needs.
- All other duties as required by Technology Leadership
What do you need to succeed?
- Bachelor’s degree in Information Systems, Engineering, or applicable field (additional years of experience and/or applicable industry certifications can be substituted for a degree)
- 10+ years of experience leading large scale service delivery organizations
- Deep understanding of ITSM, Asset, Configuration & Knowledge Management
- Advanced knowledge of Service Reliability & monitoring of core services
- Advanced knowledge of KPI and SLA monitoring
- Dynamic leadership qualities with the ability to manage teams in a matrixed environment
- Provide thought leadership across several interdependent engineering teams, architects, systems, and business leaders.
- Ability to dig into the details and understand prioritization in a fast-paced environment
- Masterful technical documentation and presentation skills to communicate architectural and design options, educating development teams and business users.
Special Requirements
- Candidate selected may have to travel a few times throughout the year to other business locations.
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At MSG, we recognize the importance of upskilling employees’ talents and strengths so they can drive their careers forward. We are proud to offer a robust set of tools and resources to help employees understand their interests and purpose, harness their talents and obtain the skills they need to reach the next step in their careers. Growth and longevity for our employees are top priorities here.
We value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law mandates, MSG complies with all applicable state and local laws governing nondiscrimination in all locations and will consider requests for reasonable accommodations as required.