The Enterprise Technology is responsible for Information Technology strategy and management, central engineering, architecture, End-User and Technical Operations for The Walt Disney Company including virtual worlds, flagship Web sites Disney.com, Disney Family.com, ABC.com and ESPN.com. Enterprise Technology provides services in both platform engineering and web operations. Platform engineering includes Content Management Systems, UGC Enforcement Platform, E-commerce, Video Distribution Technology, Registration, Advertising Systems and Data Warehouse & Reporting. The Enterprise Technology web operations teams focus on Servers & Hosting and Network Connectivity.
Within Enterprise Technology, End-User and Technical Operations is an organization focused on coordinating and
carrying out the activities and processes required to deliver and manage technology services for The Walt Disney Company. End-User and Technical Operations encompasses four centers of excellence; The Disney Technology Operations Center, End-User & Service Desk, IT Service Delivery, Availability Management and Enterprise Systems Management.
The Sr. Global End User Ops Manager is responsible for managing end to end delivery excellence of End User Technology Operations support flows across the globe. Focus on engineering of operational support solutions for services that drive performance of internal resources, vendors and suppliers to meet and exceed business expectations. Lead service quality initiatives across the service portfolio through analytics, trending and customer feedback. Leverage partnerships with the business, our customer base and supplier partners to successfully deliver services to meet agreed upon expectations. Coordinate and lead the resolution of service delivery issues/problems, define and maintain all aspects assigned services including what services are included, how to request or obtain the service, service level options and what the product or service costs. Develop and manage project timelines and resources to insure requirements are understood, dependencies are defined, a design is developed, and the solution is implemented and supported.
Responsibilities :
Leadership (People)

• Provides leadership and direction for the Workplace Services Operations team and partners by providing comprehensive technology perspective, procedural guidance, and compliance adherence with a strong emphasis on speed and precise execution.
• Expert in the disciplines of process creation, end user service delivery, and customer experience measurement methodologies.
• Maintains strong relationships with all Segment/Business Units as well as other Enterprise Technology teams in defining IT service operations delivery mechanisms, meeting service level requirements and resolving service operations issues across the portfolio.
• Effectively builds and maintains relationships with suppliers, vendors, OEMs and other third parties to ensure consistent and effective delivery of technology services across The Walt Disney Company.
• Skilled negotiator with ability to compromise with peers, management, Segment partners and outside Supplier partners. Models the right working behaviors when dealing with conflict situations and moves to resolution quickly.

Process

• Defines operational processes for assigned areas of the portfolio as it pertains to End User Operations - ensures that measurements and KPIs are in place for all offerings.
• Defines current, emerging and strategic perspectives on methods and tools that enable a consistent and measurable, yet continuously improving, customer experience within the assigned services portfolio. This includes proper triage of events, fast time to engagement, consistently improving times to resolve or fulfill.
• Enables rapid diagnosis and resolution of all IT operational failures that occur through leadership and enablement of team as well as fostering partnership with internal and external technology providers.
• Responsible for driving the creation and evolution of services best practices and processes - ensure that the processes remain consistent with the goals of 'best in class' availability and response.
• Responsible for ensuring that all business processes and frameworks have the ability to scale to a global level - must be resilient yet simple enough to support a 24x7x365 operation.

Technology

• Technologist who will provide thought leadership and drive execution excellence in the following areas:
  
  • Global Desktop/laptop deployment and end to end management, enterprise level software distribution to global endpoints, orchestration platform and process automation within the End User services.
• Carries and maintains a relevant and up to date skill set in the area of End User Computing which includes desktop and mobile operating systems as well as technologies leveraged to administer and secure an enterprise scale operation.
• Experience leveraging analytics platforms such as PowerBI and Tableau to create data lakes to increase process element detail, show trending and drive service improvement.
• Seasoned technologist whom will identify technology and execution challenges in solutions and products offered by Architecture and Engineering teams as well as outside vendors and OEMs.
• Consistently reviews and advises the outsourced partners on the effectiveness of their technology approaches and its implications to the technology delivery function.

Basic Qualifications:

• 5 or more year's industry experience in supporting Information Technology service delivery.
• 3 or more years working in a technology operations or application support environment
• Ability to work under pressure, meet internal and external work schedules and or deadlines and show effective time and crisis management skills
• Demonstrated proactive problem-solving and decision making skills
• Strong strategic and creative thinking ability within technology services
• Proven team player with the ability to mentor, guide, and influence cross-functional teams
• Expertise in ITIL processes and industry best practice in service request and fulfilment.
• Expertise in End User Computing technologies including, but not limited to, Microsoft InTune, SCCM, Windows, Office 365
• Leadership role in a continuous improvement evolving processes and service delivery
• Leadership role in an organization that relies on 3rd parties and 3rd party delivered services.
• Used to working under pressure and meeting deadlines
• Proficient with ticketing system, messaging tools, Microsoft O365 suite
• Strong understanding of various vendor print applications (HPAC, WJA, DSS)

Preferred Qualifications:

• 10 years experience of supporting a large organization and Senior Executive Teams.
• Various operating system, security and network certifications.
• Experience working in a large, Fortune 100 environment
• Experience in supplier/vendor management including contractual service level management
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Previous experience as Leader or demonstrable experience in leading virtual teams.
• Experience of managing 3rd parties and 3rd party delivered services.
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

Required Education:

• Bachelor's Degree in Computer Science, Engineering or other Technology equivalent
• ITIL Foundations Certified
• Microsoft Windows and or MacOS related certifications
• Agile Scrum or PMP certification

Preferred Education:

• Master's Degree in Computer Science, Engineering or other Technology equivalent
• Certifications in Agile Scrum, Project Management and/or Business Analytics