iHeartMedia IT Service Delivery Manager in San Antonio, Texas

Current employees and contingent workers click here at https://wd5.myworkday.com/iheartmedia/d/task/3005$4482.htmld to apply and search by the Job Posting Title.


Job Summary:

As the leading media company in America, iHeartMedia delivers music, news, talk, sports and other content to diverse audiences across multiple platforms, including: broadcast stations; online via iHeartRadio and on its stations’ hundreds of websites; HD digital radio channels; satellite; smartphones; iPads and other tablets; in-vehicle entertainment and navigation systems; and via live events. With over a quarter of a billion monthly listeners in the U.S., iHeartMedia has the largest reach of any radio and television outlet in America.

Services Delivery Manager (SDM) is a key point of contact for IT customers, divisions or subsidiaries within the iHeartMedia company portfolio. This person will track, trend, and resolve service delivery challenges that would negatively affect delivery. The successful candidate will take ownership and drive delivery to meet deadlines while managing customer expectations.

Role Responsibilities:

  • Proactively manage and oversee iHM Service Delivery to support the company’s business and meet user needs, utilizing industry best practices (based on ITIL)

  • Champion the development, implementation and continuous improvement of IT Service Management (ITSM) processes focusing on Service Strategy, Service Design, Service Transition (Change & Release) and Service Operations (Incident, Problem, etc.)

  • Manage and initiate escalation procedures, as appropriate, to ensure minimal business impact and appropriate levels of communication to Executive and key stakeholders.

  • Manage and oversee the strategy for iHM ServiceNow platform to insure service excellence in delivery of IT services with a focus on Automation and Self- Service (Service Catalog)

  • Manage and oversee iHM OLA, SLAs and KPI, understanding the impact that incidents have on our targets, allowing prioritization and direction as needed.

  • Manage and oversee Problem Management across all iHM Teams to drive performance excellence based on business defined priorities.

  • Develop comprehensive deep dive reporting & remediation processes for key problem areas as they are identified through Service Operations.

  • Manage and oversee all Service Delivery reports to an agreed schedule (or on request), including management and performance reports to IT Management.

  • Schedule and attend weekly meetings with IHM Managers to ensure continuous improvement and adherence to iHM Service Delivery standards and policies.

  • Provide and maintain staff engagement and motivation, becoming a role model for the team and contributing towards positive outcomes.

  • Work-closely with Outsource Providers and Technology teams, technical and business groups to improve our maturity levels and adoption of Service Operation processes.

  • Participate in service review meetings; areas covered will include SLA performance, critical outage, service improvement, quality and process improvements.

  • Manage and ensure IT team members are educated and trained on IT Service Delivery processes and methodologies


Essential skills, qualifications and experience

  • Bachelors degree (preferably in Computer Science or MIS/CIS) or relevant experience

  • ITIL V3 Foundation or above

  • ServiceNow Experience is a plus

  • Proven technical experience in an Enterprise environment, at least 5 years management level

  • Proven track record in Incident Management in an Enterprise environment

  • Proven ability to lead teams

  • Demonstrated ability to achieve objectives via influence of others

  • Demonstrated ability to manage multiple incidents during high-pressure situations, remaining calm and focused under pressure

  • Ability to communicate, both verbally and in writing, with both technical and business people in terms they can understand is essential, as is the ability to cooperate with colleagues in other time zones

  • Detail and process-orientated and strong customer service skills

  • Coaches teams and has proven experience on how to deliver value-added services through defined processes and practices

  • Demonstrates critical thinking skills consistent with the global nature of the role

  • Inspires outstanding performance in difficult circumstances

  • Ability to motivate and influence others

  • Helps others learn as teacher, coach and mentor; works to create a climate that values continual learning


San Antonio, TX: 20880 Stone Oak Parkway, 78258

Position Type


The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

Our organization participates in E-Verify. Click here at http://iheartmediacareers.com/Pages/EEO.aspx to learn about E-Verify.

Current employees and contingent workers click here at https://wd5.myworkday.com/iheartmedia/d/task/3005$1999.htmld to apply and search by the Job Posting Title.

iHeartMedia, Inc. is one of the leading global media and entertainment companies specializing in radio, digital, outdoor, mobile, live events, and on-demand entertainment and information services across the nation and providing premier opportunities for advertisers.

Click Here To Learn More About Us:

www.iheartmedia.com at http://www.iheartmedia.com/Pages/Home.aspx