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Sr Manager, Infrastructure Ops Support

Job ID 454677BR Location Celebration, Florida, United States Job Posting Company Corporate/Shared Services Job Posting Area Corporate/Shared Services Date posted 05/19/2017
At Disney, we‘re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.

This role will support the Enterprise Infrastructure Services (EIS) Infrastructure Operations organization in the areas in the development and management of key operational programs centered on services and process improvement, organizational change management, project and portfolio processes, and the coordination and communication of various organizational strategies and priorities.

The objectives for this position are:
  • Act as the continuous improvement lead would work collaboratively between engineering and operations to define the service lifecycle and solve problems.
  • Act as the owner and facilitate key cross-departmental processes including the platform infrastructure engineering design review and the operational services review
  • Align the various infrastructure operations process needs across EIS to improve the operational efficiency and cross-team interactions of the organization with a focus on the area of infrastructure operations
  • Program and project management of key cross-organizational programs of strategic value to Operations and Engineering groups.

Responsibilities

The Senior Manager, Infrastructure Operations Support, develops and leads strategic Operations’ service improvement initiatives, develops services communications plans and communicates statuses, plans and performance to both functional staff and executive leadership. This includes implementing long-term goals and objectives, leading cross-functionl teams on network service improvement initiatives, developing implementation plans, and managing overall program alignment with EIS strategy through process coordination and collaboration.

Infrastructure Operations Services Improvements
  • Lead cross-functional Operationsteam including key suppliers through on-going effort of identifying continuous improvements
  • Ensure that data is gathered and documented about current state and defining the desired state of services and processes across the supply chain to deliver network services
  • Hosting and moderating cross team workshops to drive service improvement initiatives including RACI development
  • Developing communications and training materials for the operations technical staff and leadership to drive services improvement results
  • Own and facilitate key processes including infrastructure operations engineering design reviews and network services reviews including services definition, catalog, roadmapping and pricing
Program and Project Management
  • Drive and manage a specific portfolio of projects to improve infrastructure operations services delivery including the outsourced Managed Infrastructure operations Services Get Well Progam, the portfolio of service request procesess and Service Now catalog improvements and end-to-end infrastructure operations services lifecycle and hand-off processes.
  • Establish and maintain effective processes for planning and monitoring individual projects in the the assigned portfolio, as well as at the collective, program level
  • Oversee the planning, scheduling, and assigning of key resources across multiple projects
  • Establish a communication process that incorporates issue tracking, escalation, and resolution
  • Align with DTSS Program and Portfolio Management techniques and reporting responsibilities
  • Process and Organizational Change Management
  • Define, recommend and manage implementation of best practices, and standardized methodologies for infrastructure operations services and process transformation
  • Establish and maintain an assigned portfolio of process improvement initatives
  • Align processes and methodologies with DTSS Continuous Improvement initatives
  • Report improvement metrics into overall DTSS Continuous Improvement reporting framework
  • Measure adoption of new processes across infrastructure operationsing services to ensure continued improvements are effective and drive the most value for EIS and its customers
  • Align and support EIS leadership and management with communications best practices

Metrics and Reporting
  • Manage the development and continuous improvement of the departmental metrics and reporting both internally and externally across segments
  • Develop best practices for executive dashboard reporting, weekly, monthly and quartly quality of service reviews.
Additional Responsibilities
  • This position also requires excellent interpersonal and communication skills with a proven ability to work effectively at all organizational levels
  • Must be able to foster and build a collaborative working relationship with various stakeholders across DTSS
  • Should have a proven track record in strategic planning, communications, governance, change management in a matrixed organization.

Basic Qualifications

  • At least 10 years experience in IT consulting, management and/or corporate strategy
  • Demonstrated experience in project management and/or business relationship management in a technology organization
  • Project management experience should include both technical and operational projects, and demonstrate change management leadership

Preferred Qualifications

  • Experience in working with platform engineering teams and projects.
  • Experience working closely with one or more TWDC business segments on large-scale technology programs (especially w/re communication and change management)

Required Education

  • Bachelor’s or master’s degree in computer science, business or a related discipline

Company Overview

At Corporate, you’ll team with the best in the business to build one of the most innovative global businesses in any industry. Uniquely positioned at the center of an exciting, multi-faceted Company, the forward-thinkers at Disney Corporate constantly pursue new ideas and technologies to help the Company’s many businesses drive value, all the while gaining something valuable from the experience themselves. Come see the most interesting Company from the most interesting point of view.

Additional Information

  • This position is a legal entity of The Walt Disney Company, an equal opportunity employer.

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