IT Program Manager

Summary:
We are seeking a results-driven IT Program Manager to oversee and coordinate a live event technology-focused program and initiatives within our organization. This individual will be responsible for ensuring that the Venue IT team is efficiently operationalized and focused on continuous improvement. Additionally, the IT Program Manager will facilitate and ensure all projects are delivered on time, within scope, and on budget, while meeting high-quality standards and operational KPI's. The ideal candidate will have strong leadership, communication, and problem-solving skills, with a proven track record of managing complex, cross-functional programs in fast-paced environments with a focus on identifying process improvement opportunities and the innate ability to manage people who are not direct reports.
Responsibilities:

Define program goals, objectives, and success metrics (KIP's) aligned with overall business strategy and goals.
Develop comprehensive program roadmaps, timelines, and deliverables.
Identify and assess program risks, dependencies, and impact on other business areas.
Coordinate and monitor Venue IT operations and multiple concurrent IT projects within the program's portfolio.
Manage resource schedules to ensure optimal use of personnel, budgets, and technology tools.
Oversee budgeting, forecasting, and financial analysis for program-related costs.
Lead cross-functional teams where necessary, technical teams, and external vendors.
Facilitate regular status meetings, ensuring clear communication of operational progress, risks, and issues.
Promote a collaborative environment, encouraging knowledge sharing and teamwork.
Serve as the primary point of contact for program-related communication with executive leadership and business stakeholders.
Provide regular updates on program status, KPIs, and potential risks or issues.
Align program deliverables with stakeholder expectations and business objectives.
Establish and maintain program governance processes to ensure compliance with organizational standards.
Continuously evaluate and refine program management methodologies and best practices.
Drive lessons learned reviews and implement improvements for future programs.
Optimize IT department operations by surfacing processes for further automation and potential efficiency improvements.

Experience:

Bachelor's degree in Computer Science, Information Technology, Business, or a related field (Master's degree a plus).
PMP, PgMP, Scrum Master or related project/program management certification preferred.
5+ years of experience in leading and managing large-scale IT programs or projects.
Demonstrated success in managing complex operational programs. Hospitality or Live Event experience is a plus.
Demonstrated success in delivering complex, cross-functional initiatives on-time and within budget.
Hands-on experience with both traditional (Waterfall) and Agile/Scrum methodologies.
Familiarity with IT infrastructure, software development lifecycles, and cloud-based solutions.
Strong understanding of support ticketing and project management tools (e.g., ServiceNow, MS Project, Smartsheets, JIRA, Trello, Asana).
Excellent knowledge of budgeting and resource allocation procedures.
Exceptional communication and presentation skills, with the ability to convey technical concepts to non-technical stakeholders.
Strong leadership and interpersonal skills, capable of motivating cross-functional teams.
Solid analytical and problem-solving abilities to anticipate and mitigate risks effectively.
Previous experience working in an IT service role.
Previous experience managing a teams of people (without direct reports).
Previous experience working in live entertainment, large scale hospitality or venue environments.
Strong working knowledge of ServiceNow for IT Service Management and IT Operations Management.
Willingness to work non-standard hours and days
Occasional need for on-site presence for setup, troubleshooting, and technical support, which may require lifting equipment (greater than 25 lbs) and/or working at heights.

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