Director, XR Implementation (EMEA)

Job Summary:
Location : Manchester, Stoke or London, UK
Division : Ticketmaster Sport
Line Manager: VP, Operations - Ticketmaster Sport
Contract Terms: Permanent, Full-Time

THE TEAM

Ticketmaster Sport is transforming the way sports organisations engage with fans through innovative digital products, data and technology.

This role offers the opportunity to lead the implementation of our next-generation XR platform across some of the world's biggest sporting organisations while helping shape our expansion into new international markets.

Working directly for the VP, Operations, you'll play a key role in defining how Ticketmaster Sport delivers world-class implementations at scale.

THE JOB

The Director, XR Implementations (EMEA) will lead the successful delivery of Ticketmaster Sport XR implementations across existing and emerging EMEA markets.

Working closely with Product, Client Account Management, Operations, Engineering, Integrations and our clients, this role will own the end-to-end implementation lifecycle, ensuring every deployment is delivered on time, to the highest quality standards and with an exceptional client experience.

The role will be instrumental in expanding Ticketmaster Sport's presence into new territories, developing repeatable implementation methodologies, governance and best practice that can scale alongside our international growth.

WHAT YOU WILL BE DOING

Implementation Leadership

• Own the end-to-end implementation strategy for all XR deployments across EMEA.
• Lead complex client implementations from project initiation through to successful go live.
• Develop implementation plans, timelines, risks and resource requirements.
• Ensure consistent implementation standards, governance and quality assurance across all projects.
• Act as executive sponsor during critical implementation milestones.

New Territory Expansion

• Lead operational readiness for expansion into new countries and territories.
• Work with Legal, Finance, Product and Engineering to ensure local market readiness.
• Identify country-specific operational, regulatory and ticketing requirements.
• Develop scalable implementation playbooks for future market expansion.

Client Delivery

• Become the primary operational lead during implementation projects.
• Build trusted relationships with senior client stakeholders.
• Manage implementation expectations, risks and communications.
• Ensure clients adopt Ticketmaster best practice throughout implementation.

Cross Functional Leadership

Partner closely with:

• Product Management
• Engineering
• Development
• Integrations
• Client Account Management
• Product Training
• Ticketing Operations
• Global Support & Operations to ensure successful project delivery.

Process Improvement

• Continuously improve implementation methodologies.
• Introduce repeatable project governance and documentation.
• Develop implementation KPIs and reporting.
• Identify opportunities for automation and operational efficiencies.

Resource Management

• Forecast implementation resource requirements.Prioritise implementation pipeline.
• Escalate risks early and recommend mitigation plans.
• Support recruitment and development as the implementation function grows.

Client and Commercial Partnership

• Act as the senior implementation partner for clients, building trusted relationships from pre-contract discovery through successful go-live.
• Partner with Sales and Client Account Management on client meetings, product demonstrations, RFP responses and solution presentations, ensuring proposed solutions are practical and deliverable.
• Shape implementation scope, timelines, resource assumptions and delivery approach for new opportunities.
• Provide clear advice on implementation complexity, dependencies, risks and mitigation options during solution design and contract negotiations.
• Translate client requirements into coordinated delivery plans, working with Product, Engineering, Integrations and Operations.
• Lead implementation governance and client communications, maintaining alignment on decisions, milestones, risks and readiness.
• Support clients to adopt agreed Ticketmaster Sport ways of working and maximise confidence at launch.

Success Measures

• Successful on-time delivery of XR implementations.
• Client satisfaction during implementation projects.
• Go-live quality and platform stability.
• Adoption of implementation standards across EMEA.
• Successful launch into new territories.
• Continuous improvement of implementation processes.
• Delivery against agreed operational OKRs.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

Essential

• Significant experience delivering enterprise software implementations.
• Strong project and programme management skills.
• Experience leading cross-functional delivery teams.
• Excellent stakeholder management skills.
• Proven ability to influence senior internal and external stakeholders.
• Strong organisational skills with the ability to manage multiple complex projects simultaneously.
• Excellent writte

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