Manager, TechEx

Reporting to the West Coast Operations Sr. Manager, the Manager of Tech Ex for Universal Destinations & Experiences Hollywood is the main point of contact for all Enterprise IT-related issues, services, and deliverables across the Universal Hollywood theme park landscape. You will lead a team of analysts positioned within the park campus, ensuring the successful delivery of IT services to the park and associated satellite locations (such as warehouses, logistics centers, and others). You will leverage the broader Enterprise IT organization to continually enhance services and alleviate pressure where appropriate from the incumbent team. As a part of the Enterprise IT group, this role will partner with peers across the broader team to ensure the Park benefits from broader initiatives, standards, and processes. Key to this role will be developing strong relationships with the key stakeholders with UDX (Universal Destinations & Experiences) and their management teams to ensure Enterprise IT services are meeting business requirements and that local objectives are being achieved as well as driving adherence to global standards. It will be imperative for the Manager to have oversight of a forward schedule of change (FSC) for programs of work that are pipelined/funneled. The FSC will form the basis of the capacity planning for project. KEY RESPONSIBILITIES Lead and develop the UDX Hollywood support function strategically and tactically. Manage the prioritization of work based on business requirements. Ensure appropriate reporting and analysis via KPI’s and metrics using ServiceNow or as defined. Partner with Service Delivery Managers to deliver IT service reviews with the relevant business areas and take preventative action to ensure service levels are maintained. Escalation point for urgent & critical IT issues, providing problem/issue management., Lead projects under service improvement in line with business demands. Management of applicable direct reports or contractor resources including development plans and performance reviews in line with Enterprise Technology policies. 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. Ensure that the Enterprise IT service provided is in accordance with SLA’s, with regular reporting on service quality and user experience, as well service improvement recommendations. Provide IT service vendor oversight for the key vendors supporting the Operating Companies and sites Ensure IT services and systems are in line with global NBCU IT standards and policies. Provide regular management reporting on IT activities, business projects and initiatives to the VP, West Coast Operations. 24/7 On call availability to respond to outages and incidents that may occur Develop and build capacity management plans for the team to ensure adequate service coverage and leverage of outside services, including but not limited to: Contractors, external support organizations, and internal support groups.