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An experienced Technology leader with a strong sense of ownership, equally comfortable setting and presenting a vision as leading resolution of a critical incident on a technical conference bridge. With a background of managing change in high pressure environments, I have a strong understanding of the importance of business and technology strategy alignment and how to manage increasing and ever-changing demands on technologies, systems and processes. Highly collaborative with a Service mindset and proven Stakeholder management skills, I have a strong background of leading global technology teams and managing transition and change in a dynamic and mission critical environment. I place value on understanding and spending time with team members and peers and listening to all points of view. I was selected to be part of the Ticketmaster Leadership Development Programme which identifies and develops leadership talent in the organisation and its parent company, Live Nation.I have strong technical skills and understanding across multiple technologies, hold ITIL certifications and have a keen interest in lean methodology. I believe strongly in having a continuous improvement and learning mindset.
Ticketmaster
View- Website:
- ticketmaster.com
- Employees:
- 4386
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Vp, Global Service ManagementTicketmaster Feb 2021 - PresentLondon, England, United Kingdom• Leadership of multiple Service Management and Engineering teams responsible for supporting, configuring, implementing, maintaining and evolving the Global ITSM practice.• Set overall Service Management vision, goals, monitors projects and evaluate results to ensure that departmental and organizational objectives and operating requirements are met and are in line with the needs and mission of the organization. • Build a Global Service Desk supporting a Global Service Catalog, enabling routing of internal customer needs across the Global Technical Operations Team• Drive global standardization and delivery of Incident, Problem and Change across the entire Technical Organization. • Partnering with Global Client Support to refine our overall communications structures.• Building a high-performance team that provides consistent, predictable and best of class customer service support and promote a customer service mindset• Direction, guidance and mentoring of Service Management Leadership -
Head Of Service Operations (Technology)Ticketmaster Jun 2016 - Feb 2021London, England, United Kingdom• Leadership of globally distributed Operations group consisting of Tech and Product Service Desks, Ops and Reliability teams, Service Management team and Database Services. Responsible for application support, stability and operational resilience of cloud based and on-prem business critical services across the whole International business. • Set vision, goals and KPI's, oversight of day to day operations, defining and monitoring projects and evaluating results. • Collaboration with Business and other Technology teams’ leadership on operational resilience, monitoring and user feedback to constantly improve service levels.• Ensure adherence to industry standard (ITIL) processes for Service Management• Ensure SLA's and OLA's are in place with internal and external partners and own Service review process• Management and monitoring of Service Operations budget, looking for efficiencies and following best practice. • Direction, guidance and mentoring to Service Operations Leadership (6 personnel) -
Director, Application Support And Systems OperationsTicketmaster May 2012 - May 2016London, United KingdomProvide leadership, strategy and planning for an operational group consisting of multiple geographically dispersed teams and providing infrastructure and application support for several business critical B2B and B2C services.Responsibility for ensuring the provision of high quality service for clients and internal customers and ensuring Global Ecomm Operations objectives are aligned with the needs of the International business.In addition, these teams played a significant part in supporting the London 2012 Olympics ticketing website during quiet and busy periods, troubleshooting incidents and providing feedback to engineering teams.
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Manager, Web OperationsTicketmaster Entertainment Feb 2010 - May 2012London, United KingdomManaging team responsible for providing application support of all consumer facing web products. -
Web Operations SpecialistTicketmaster May 2006 - Jan 2010London, England, United KingdomMember of a team responsible for providing 2nd Tier technical application support of all web products, both consumer and client facing. -
Product ManagerTicketmaster May 2004 - May 2006London, England, United KingdomResponsible for managing the product lifecycle for new online products and changes to existing products including requirements gathering, building business case, monitoring and reporting on product performance, global collaboration on product internationalisation and working with software development on implementation. -
Lead Product ManagerDealogic Mar 2003 - May 2004London, England, United KingdomResponsible for a suite of software for the Loan Capital Markets including day to day management of a team of 3, writing and reviewing product documentation, requirements gathering, product operations and client training and technical support -
Technical Product ManagerDealogic Jan 2002 - Mar 2003London, England, United KingdomProduct Management of a web based order entry product used by Equity Capital Markets in Investment Banks. Responsible for lifecycle management of product aswell as installation of software at client site and technical support. -
Technical Support ConsultantDealogic May 2001 - Jan 2002London, England, United KingdomTechnical Support of tier 1, business critical and time critical software supplied to Equity Syndicate desks and Equity sales at major Investment Banks. Installation of software at client site, product configuration, troubleshooting web/database server problems. -
Web AnalystSchroders Dec 2000 - May 2001London, England, United KingdomThe Web Management Team was responsible for scoping, designing and delivering a client facing website to an aggressive timetable. The role evolved across two stages of the project and primarily consisted of business analysis and QA. -
Export Marketing Graduate TraineePlay-Rite Limited Jan 1998 - Jan 1999Madrid, Community Of Madrid, SpainBased in Madrid and responsible for the development of the Spanish Market for Play-Rite products. The role encompassed relationship building with potential clients, development and execution of market entry strategies and extensive market research.
John Rice Skills
John Rice Education Details
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Leeds Metropolitan UniversityEuropean Languages (French, Spanish) And Business -
Gravesend Grammar SchoolA Levels: French, Latin, Business Studies -
Gravesend Grammar School9 Gcse'S Grades A-C
Frequently Asked Questions about John Rice
What company does John Rice work for?
John Rice works for Ticketmaster
What is John Rice's role at the current company?
John Rice's current role is Technology Leader at Ticketmaster.
What is John Rice's email address?
John Rice's email address is ju****@****ail.com
What is John Rice's direct phone number?
John Rice's direct phone number is +4474907*****
What schools did John Rice attend?
John Rice attended Leeds Metropolitan University, Gravesend Grammar School, Gravesend Grammar School.
What skills is John Rice known for?
John Rice has skills like Coaching, Change Management, Management, Software Documentation, Public Speaking, Customer Service, Strategy, Team Building, Training, E Commerce, It Operations, Itil.
Who are John Rice's colleagues?
John Rice's colleagues are Carmen Campbell, Ravi Kumar, Matthew Bower-Kail, Lexie Hayes, Sean Nguyen, Michael David Mendoza, Guillermo Vasquez.
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