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Delaware North hires people around the globe to help create memorable experiences at many high-profile venues and events, including Wembley Stadium, Kennedy Space Center and the TD Garden. VP of Talent Acquisition & Innovation Center Amy Duncan-Menendez and her team partnered with iCIMS to centralize their talent acquisition technology, hire top talent faster and improve internal mobility.
When Duncan-Menendez joined Delaware North in 2019, the talent acquisition team was completely decentralized, using various systems in different locations and regions.
“Things weren’t working consistently, efficiently or cost effectively,” Duncan-Menendez said. “Since then, we’ve undergone a massive digital transformation by partnering with iCIMS.”
Currently, Delaware North is using iCIMS to hire teams in the US and UK, and actively rolling out the Talent Cloud platform in Australia and New Zealand. “All our locations will be on iCIMS,” Duncan-Menendez said. “This will help us reduce errors, ensure better compliance and streamline our processes.”
We approach our relationship with iCIMS with a teacher-student mindset. iCIMS embraces us with open partnership and collaboration to brainstorm and find solutions.
Amy Duncan-Menendez
VP of Talent Acquisition & Innovation Center, Delaware North
Many of Delaware North’s clients require talent with specialized skills needed for high-profile events – and a lot of them. This poses a challenge when hiring at scale. To address this, Duncan-Menendez and her team focused on creating exceptional experiences for candidates while reducing manual tasks and streamlining processes whenever possible.
The Delaware North team has process maps, work instructions, training videos and reference guides to create a great user and candidate experience, regardless of role type or hiring location.
With so many employees, it’s reasonable to think that Duncan-Menendez and her team would easily be able to source internal candidates. “That feels like an easy answer, but it’s not easy at all,” Duncan-Menendez said. “We want our employees to stay and grow with us, but all of our locations have different requirements.”
To help address this, Delaware North creates programs, has career conversations, conducts talent reviews, implements individual development plans and actively monitors the percentage of roles filled internally.
“We decided to be 100% pay transparent across all of our job families in the U.S. and remove any time requirements from our policies,” Duncan-Menendez said. “At the end of the day, our competitors don’t stop recruiting.”
We come to solutions and have a safe, open dialogue with our iCIMS partners. It’s been fantastic to watch our partnership evolve.
Amy Duncan-Menendez
VP of Talent Acquisition & Innovation Center, Delaware North