The Vice President, Technology Operations is responsible for the destination operational excellence of technology services (applications, infrastructure, field support) for Universal Studios Hollywood (USH), while also collaborating crossâfunctionally across Universal Destinations & Experiences (UDX). They also serve as the key technology engagement executive for global UDX Digital & Technology initiatives that integrate with each business location, ensuring there is bi-directional collaboration and accountability for technology services & initiatives. The VP serves on the Senior Leadership Team (SLT) and supports the business/divisional leadership team, partners with divisional leaders on technology services & planning; and is responsible for building & managing relationships to drive transformational change. They will oversee a broad team of technologists working across applications and infrastructure and strategic global technology solutions/initiatives. They will also ensure that the destination technology strategy aligns with the global strategy and supports modernization, innovation, automation and simplification of the technology stack.
This role manages application services for a variety of business applications through directly overseeing application management teams for site solutions and leveraging the GTS technology solutions team for global solutions. They will oversee general infrastructure & network services at the destination through managing infrastructure/network engineers and leveraging the GTS technology solutions team. The VP will also oversee the field service program with KPIâs (similar to those used in ITIL framework) focused on improving closure rate, closure time, preventative maintenance, field service satisfaction, others; and ensure 24 x 7 coverage for the business operations. They will be responsible for partnering & collaborating with GTS Technology Solutions teams to transform and modernize the technology capabilities on site. This position will partner closely within Digital & Technology, Corporate Functions; business divisions; and ensure alignment with the general managers of each destination to ensure continuous & reliable IT system operations. Additionally, the leader will serve as global coordinator of destination technology leaders on a rotating basis, to ensure consistent technology operations & best practice sharing.
Technology Operations
- Lead and oversee destination technology services including applications, infrastructure/network, and field services.
- Drive simple, scalable, flexible, secure, and cost-effective technology design & operations; build scalable processes & methodologies for providing technology services that are integrated to the global service model.
- Manage operational excellence across all technology services using metrics, KPIâs, automation, and processes; provide a formal monthly technology operations report describing the state of technology services.
- Ensure technology operations/response & coverage 24 x 7, 365 days a year for the destination; be the single technology escalation point for senior leadership team; manage technology continuity plans in case of events or special circumstances.
- Incorporate high quality automation of processes, DevOps, quality engineering and management release, cloud into every-day work.
- Act as key subject matter expert on scalable technology services and operational reliability/excellence.
- Lead by example & oversee a team of technologists (full-time employees, project hires, and partner resources) from different backgrounds to deliver best-in-class solutions.
- Achieve 99.5% platform reliability and uptime of all technology services to ensure superior âDigital Show Qualityâ for Universalâs guests and team members.
- Drive focus on operational excellence throughout the organization & partners, including (but not limited to) processes, governance, efficient working approaches, collaboration.
Strategic Engagement, Delivery, & Facilitation
- Serve as the senior most technology leader to the destination leadership team (SLT) and represent the interests of the site and global strategy in a balanced way.
- Communicate all technology trends & initiatives to the site SLT; facilitate technology showcases and sharing to help drive engagement and awareness on technology trends & risks.
- Support all corporate initiatives for shared service integration in cybersecurity and workplace productivity.
- Serve as leader of strategic initiatives (technology solutions, transformation, modernization, business expansion) for UOR.
- Proactively collaborate and establish best practices through engagement and partnership with technology solutions teams, site teams, vendor partners, and corporate partners.
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 Universalâs 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 âact as an ownerâ mentality.
- Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
- Consistent attendance is a job requirement.
- Perform other duties as assigned.