TechEx Manager

Company Description
NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, DreamWorks Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information.
Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.
Job Description
The main purpose of the TechEx Manager role is to lead Technology Experience operations and the delivery of best-in-class IT services across Australia, New Zealand, Singapore, and South Korea. Acting as a representative for the whole of IT, including infrastructure and functional teams, the role is accountable for ensuring consistent service delivery, operational excellence, and a high-quality end-user technology experience across multiple offices, business units, and operating companies.
A key aspect of the role is to proactively develop and maintain strong relationships with customers, business stakeholders, and service providers across the region. The TechEx Manager is responsible for ensuring that business requirements are clearly understood, that IT strategies, plans, priorities, and initiatives are effectively communicated, and that workplace technology services are aligned to business needs. The role will provide leadership and coordination across Technology Experience operations, ensuring service performance, stakeholder engagement, and customer satisfaction within the areas of responsibility.
The TechEx Manager will support the activation and adoption of global innovation programs across the cluster and drive the continuous review, improvement, and optimization of existing IT services and workplace technology solutions. The role is responsible for providing both strategic direction and tactical execution, leading regional teams and service partners to deliver business outcomes effectively. The TechEx Manager must ensure compliance with IT governance frameworks and policies, maintain alignment with all regulatory and operational requirements, and provide appropriate oversight and management of IT costs and investments.
Essential Responsibilities

• Lead technology experience (TechEx) operations and service delivery across Australia, New Zealand, Singapore and South Korea, ensuring consistent support standards, operational excellence and service quality across multiple offices, business units and operating companies.
• Build long-term relationships with the business teams within his/her area of responsibility and ensure the communication of IT strategy, roadmap and plans to enable the business to have visibility of impacting activities.
• Work with business leadership and teams to understand business requirements for IT demand.
• Ensure that the Workplace Technology Support service provided is in accordance with SLA's, with regular reporting on service quality and user experience, as well service improvement recommendations.
• Act as single point of contact (SPOC) for IT in the region - for escalations and future business plans or activities.
• Escalation points for urgent & critical IT issues, providing problem/issue management, with the ability to diagnose and resolve local IT issues
• Own regional operational risk management and major incident governance, coordinating global technology teams, business stakeholders and vendors to minimize service disruption and business impact
• Participate in third party vendor service reviews covering performance, SLA, VOC and Service Improvement initiatives.
• Drive standardization of regional technology services, processes and support models to improve consistency, scalability and operational maturity across all supported countries.
• Provide IT service vendor oversight for the key vendors supporting the Operating Companies and sites. Working closely with Outsourced WTS Desktop Support provider(s).
• Lead IT service reviews with the relevant business areas and take preventative action to ensure service levels are maintained at the appropriate level.
• Ensure IT services and systems are in line with global NBCU IT standards and policies.
• Establish and maintain good working relationships with key personnel in the different Operating Companies (OpCo's) and sites.
• Provide regular management reporting on IT activities, business projects and initiatives to the International IT Service Management lead.
• Responsible for the project management of regional IT projects and initiatives, ensuring business initiatives are delivered on time and to budget and in line with business demands and drive alignment to standard support models.
• Advise on annual IT spend for the region, in line with Global and International IT and Business requirements and manage and actual costs within area of responsibility.
• Provide regional oversight of workplace technology infrastructure, UPS, audiovisual, collaboration technologies and end-user computing platforms
• Lead workplace technology planning and execution for office openings, relocations, consolidations and closures, ensuring seamless transition of technology services and business operations.
• Lead and develop a geographically dispersed regional TechEx team, including performance management, coaching, succession planning, workforce planning and capability development to ensure consistent service delivery and operational effectiveness

Qualifications
Experience and Qualifications
Basic Requirements

• Strong experience in end-user computing, workplace technology, and IT infrastructure.
• Experience working within an ITIL-based service management environment.
• Proven experience in vendor management and business stakeholder engagement.
• Experience delivering regional and cross-regional IT projects.
• A relevant IT qualification or equivalent professional experience.
• Strong stakeholder-management, communication, and relationship-building skills.
• A customer-focused approach to IT service delivery and user experience.
• Demonstrated ability to drive service and process improvements.
• Strong decision-making, problem-solving, and escalation-management skills.
• Ability to work flexibly and adapt across multiple countries, teams, and competing priorities.
• Self-motivated, accountable and drive results.

Desired Characteristics

• Experience working within a multinational organization.
• Experience in the media or entertainment industry.
• Experience working with globally distributed IT teams and service partners.
• Experience supporting senior business stakeholders and leadership teams in a complex corporate environment.
• Experience supporting workplace transformation, including office openings, relocations, consolidations, or closures.

Additional Information
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].