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Help tell our stories in the most innovative ways!

Director, Disney Technology Operations Center (PH)

Apply Now Job ID 455034BR Location Seattle, Washington, United States Business The Walt Disney Company (Corporate) Date posted 05/20/2017
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.

The Director, Disney Technology Operations is responsible for the operation of the Disney Technology Operations Centers in Orlando and Seattle. This includes leading the incident management, crisis management and event management processes as well as directing the network operations centers, telecom operations center and L1/L2 infrastructure teams. This executive is a key thought leader for DTSS in creating and executing programs, processes and development activities that ensure the proper sustainment and availability of all technology platforms across a highly diverse and increasingly complex portfolio of services. This leader will be asked to lead a large team of 150+ technology professionals from a diverse mix of sources ranging from Disney employees to outsource Supplier personnel.


  • Provides overall leadership and direction for the Disney Technology Operations organization in providing comprehensive technology perspective, procedural guidance, and compliance adherence with a strong emphasis on speed and precise execution.
  • Domain expert in the disciplines of business process, incident management, crisis management, problem management and event management.
  • Technical leader who will provide thought leadership and drive execution excellence.
  • Maintains strong relationships with all Segment/Business Units as well as other DTSS IT 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.
  • Defines processes and execution strategy for all areas of the portfolio as it pertains to Incident Management and service availability – ensures that measurements and KPIs are in place for all offerings.
  • Responsible for consistently evolving and maturing the incident management approach – team must apply consistent practices to ensure that each outage and major incident has been thoroughly investigated and results are applied to improve future response.
  • Defines the operational strategy for and executes upon a consolidated network operations center covering all aspects of the network (voice, video and data) leveraging internal and supplier resources.
  • In partnership with the Network, Telecom and Infrastructure Operations teams, identify gaps and remediation opportunities within business processes and run books. Ensure continuous alignment between the organizations and that all knowledge artifacts stay relevant.
  • Partner with the Tools and Automation Architecture leadership to maintain a roadmap and infrastructure tools portfolio that aligns with the current operational needs of the organization and enables the future growth of the business.

Basic Qualifications

  • 10+ years of IT/IS management of Systems and Network Operations
  • 5-7 years in leadership role within IT shared services organization
  • 5-7 years’ experience working in an ITIL framework or six sigma organization
  • 10+ years of people management experience
  • Experience with ITIL frameworks and processes
  • Enterprise level hands on technical expertise in two or three technical disciplines
  • Experience working within large, complex global organizations
  • Experience working within an outsourced environment
  • Vendor relationship management experience
  • Comfortable working within a highly matrixed organization
  • Strong technology driven process experience

Required Education

  • Bachelor’s degree in Computer Science or Business Administration or equivalent experience
  • ITILv3 Foundations Certified

Preferred Education

  • Master’s Degree in Business Administration or other technical discipline
  • Service Operations practitioner certified

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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