IT Service Delivery Manager

The Ambassador Theatre Group (ATG) is a global leader in the theatre and live entertainment business, owning and operating some of the most iconic theatres in the UK and the US. The magic of an outstanding theatre-going experience is at the heart of everything that we do and we are passionate about offering our customers the highest quality performances backed up by exceptional service. Our digital ticketing platforms such as LoveTheatre.com provide our customers with access to West End and other London theatre tickets at great prices.

ATG Group IT provides technical solutions in venues and supports the business’s web presence as well as delivering all the typical IT services you would expect from a modern organisation.

We are looking for a vibrant, enthusiastic and dynamic individual who will be responsible for building strong and effective relationships across ATG and with its 3rd party suppliers. Ensuring agreed SLA’s are continuously maintained and met and where required service improvement plans are in place and delivered.

Some Key Responsibilities are listed below:

Acting as the main liaison between the ATG business units and IT, visible escalation point for all issues, concerns or faults.

Understand the challenges of the ATG business and identify ways IT could better address these.

Management of all service meetings with internal customers and external suppliers, engaging with and managing c-level exec relationships.

Monitor and report against contractual service level performance and initiate corrective action where necessary to maintain standards and achieve service level agreements and KPIs.

Maintain, improve, integrate, measure, and report on the performance of operational processes and delivery (SLA’s & KPI’s).

Negotiate and implement contracts that achieve based in service class and value to ATG, ensuring compliance is always to the agreed service, performance, quality and delivery levels.

Please refer to the job description for further details.

ATG strives to be an equal opportunities employer.