Dir, Support Center

You are a visionary leader with over 15 years of experience in Enterprise Service Management, including a minimum of 5–7 years in a strategic leadership role. Experience in Service Management roles within the Hospitality Industry is strongly preferred.

You have a profound understanding of the ServiceNow platform and a proven track record of managing complex implementation projects from planning to deployment. Experience with Jira and Confluence platform functionalities is also preferred. With a strong customer-centric approach, you excel at understanding and addressing end-user challenges. Your comprehensive knowledge of the ServiceNow platform—including ITSM, , GenAI, and integrations with other tools—sets you apart.

Your exceptional communication skills enable you to collaborate effectively with stakeholders at all levels of the organization. You are adept at leading cross-functional and cross-time zone teams, managing complex relationships, and fostering collaboration and knowledge sharing within your team. Your strong leadership capabilities allow you to motivate and develop team members, and you thrive in a collaborative, cross-functional environment to deliver high-impact technology solutions.

What You’ll Be Doing:

• Own the vision and roadmap for the ServiceNow platform to enhance operations, efficiency, scalability, and user satisfaction.
• Build and maintain strategic relationships across all levels and functions Technology Products, Corporate Functions, and Venue Leadership), including across multiple time zones.
• Drive Organizational Change Management by adopting best-practice processes with minimal customization.
• Leverage a multi-time-zone team that must dynamically learn, troubleshoot, resolve and analyze incidents across multiple products. Including enterprise applications, infrastructure, POS, software development and AV.
• Manage communication with Venue and Home Office Leadership teams regarding service disruptions and changes to operating platforms.
• Identify trends through analysis of incidents, problems, changes and observation tools.
• Develop and sustain a strong management team to support and elevate your leadership.

The Impact You Will Have:

• Enhance operations across Venue Technology, Corporate IT, HR, Finance, and Legal through effective ServiceNow implementations.
• Build and maintain robust stakeholder relationships to ensure alignment with business needs.
• Manage the Service Level Agreements with the Stake Holders and update as the business needs change
• Continuously improve service levels impacting technology operations by identifying opportunities.
• Contribute to Topgolf's success by delivering high-quality, scalable IT services.
• Manage the Enterprise Change Management process.
• Contribute to Topgolf’s Software Development Life Cycle by identifying and prioritizing recurring problems.
• Oversee support of Topgolf Venue Applications
• Oversee support of Third Party Applications used by Topgolf Venues

What You’ll Need:

• Bachelor’s degree in Computer Engineering, Information Technology, or a related field in engineering, science, or systems management.
• Over 15 years of experience in Enterprise Service Management, including at least 5 years in a strategic leadership role.
• Understanding of common hospitality applications such as POS, KDS, and inventory management systems.
• Familiarity with Audio & Video platforms.
• Proven experience with service and project management tools and methodologies, particularly ServiceNow and Jira.
• Demonstrated success in managing complex implementation projects from planning through deployment.
• In-depth knowledge of ServiceNow platform functionalities, including ITSM and HRSD modules, GenAI, and tool integrations.
• Proficiency in Jira and Confluence functionalities (preferred).
• Excellent communication skills for effective stakeholder collaboration across all organizational levels.
• Strong project management skills.
• Experience managing budgets for corporate applications.
• Ability to negotiate effectively with external vendors.

ADA
The above statements cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties.
 
EEO Statement
Topgolf is a global sports and entertainment community and is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national ori