Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You'll learn more about this during the recruitment process.
JOB SUMMARY:
The Senior Vice President, Technology Operations & Program Management is a key executive leadership role overseeing Digital & Technology operations across UDX globally, insuring mission critical performance, productivity, and business alignment. Responsible for developing and managing the critical objectives and key results (OKRs) and metrics to measure and monitor the Digital & Technology impact and performance globally. This includes partnering with our NBCU O&T shared service areas to maximize their leverage and scale to drive efficiency and effectiveness and serving as a key partner to the UDX Transformation office in achieving the UDX business goals.
Additionally, this leader will be responsible for global program and project management across the UDX technology portfolio. This function organizes our work from design to delivery and insures that best in class project management principles, practices and processes are in place to continually improve the UDX on time, on budget, on scope delivery metrics. Partners with the UDX CTO and other leaders to provide daily leadership and management that helps strategic platform initiatives and technology refresh programs as UDX continues to modernize and transform; and manage a large, distributed team of technology professionals across different regions/time zones (staff & consultant).
Defines and measures global technology service levels and key performance indicators; drives automation and effective use of tools to maximize both team productivity and system stability and performance and inspires transformation culture through operational excellence. Partners closely within Digital & Technology, Corporate Functions; business divisions; and ensure alignment with the general managers of each resort to ensure continuous & reliable IT system operations.
MAJOR RESPONSIBILITIES:
Technology Operations
Lead and oversee Digital & Technology operations aimed at a continuous improvement operating model globally.
Key liaison to NBCU O&T to drive the effective delivery, leverage, and scale of their shared services to UDX.
Acts as key business engagement stakeholder insuring alignment, communications, and prioritization.
Proactively manage a complex mixture of internal resources and external partners to achieve both best in class digital & technology solutions while achieving speed to market.
Incorporates high quality automation of processes into every-day work.
Acts as key subject matter expert on scalable technology services, operational reliability/excellence on build and run dimensions - including near and offshore structures.
Utilizes KPI's and metric approach to managing large, distributed teams for consistent service.
Achieve platform reliability and uptime of all technology services to ensure superior "Digital Show Quality" for Universal's guests and team members.
Operational Excellence & Program Management
Drive focus on operational excellence throughout the organization & partners, including (but not limited to) processes, governance, efficient working approaches, collaboration.
Ensure positive trend in key performance indicators.
Lead Program Management Office across all UDX technology value streams – build and run.
Implement a continuous improvement culture based in best practices for program and project management delivering best in class on time, on budget, on scope delivery.
Develop and lead operational team productivity initiatives globally developing, tracking, and reporting on key metrics.
Lead the global portfolio planning, management resource allocation and the UDX global LRP, AOP for D&T.
Cross-Team Collaboration, Team Culture, Staff Development
Supervise and mentor direct reports/team members in day-to day management and administration.
Provides clear executive decision-making and priority management; coaches and builds confidence in staff to make good business decisions using technology & analytical thinking.
Promote working culture of accountability and technology depth to support Universal's physical and virtual business aspirations.
Drive Universal Culture of team-member satisfaction through effective communication, planning, risk management, and coaching of high-potential candidates at every level of the organization.
Work seamlessly with other Digital and Technology & business unit leaders to architect and build best in class solutions and experiences.
Administrative
Manage appropriate departmental budgets; review/approve related budget expenditures with "act as an owner" mentality.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.
EDUCATION:
Advanced degree in math, engineering, technology, data analytics or related fields preferred.
EXPERIENCE:
15+ years' experience in enterprise/shared/infrastructure IT services; digital/enterprise platform operations & proven success managing reliability.
10+ years' experience responsible for IT operations of large geographically distributed teams supporting applications & infrastructure.
Deep experience managing SLA's, operational excellence, and IT service management; virtualization technologies; open-source tools.
Experience managing public/private cloud operations; finOps a plus.
Experience managing 24 x 7, 365 operations using automation & metrics.
Experience managing field/site IT operations in highly time sensitive environments.
Experience in coordinating shared services across large corporate entities.
Experience in large scale technology implementations & program planning.
Demonstrated experience developing data solutions in "bi-modal" technology environments that combine digital/agile with enterprise/monolithic applications.
Experience in executive communication, business-focused data story-telling, relationship building and decision making; expert at stakeholder and partner management.
Or equivalent combination of education and experience.
Your talent, skills and experience will be rewarded with a competitive compensation package.
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