Director, End User Services

The Walt Disney Company•Burbank, CA

About The Position

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences. The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. Our group drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence. Team Description: The Director of End User Services is a global leadership role responsible for driving innovation, transformation, and excellence in end-user computing, technology help desk operations, workplace technology, and operational solutions engineering across TWDC. This position plays a critical role in enhancing user experiences, streamlining processes, and leveraging agentic AI to improve team capabilities, efficiency, and satisfaction. By adopting a product management mindset and utilizing data-driven strategies, the Director will ensure services are aligned with organizational goals and deliver measurable improvements. What You’ll Do: The Director of End User Services will oversee multiple specialties, providing strategic leadership and direction through senior managers and managers. This role is accountable for developing and executing strategies and business plans that align with functional objectives and priorities, influencing internal and external stakeholders, including senior leaders. Success in this role requires a collaborative, innovative, and visionary approach. Lead end-user computing and workplace technology initiatives, including lifecycle management for computers, phones, monitors, and peripherals, ensuring efficient onboarding, offboarding, procurement, inventory, deployment, support, and tracking. Establish a vision and strategy aligned with business goals, connecting stakeholders, building strong teams, and managing resources effectively. Define strategies, expectations, and priorities to ensure team actions align with organizational success. Drive the implementation of improved computer and equipment deployment processes as well as operations of these services. Provide leadership for a 24x7x365 global help desk, incorporating world-class onsite, nearshore, offshore, and AI-driven approaches including logging, tracking, and prioritizing. Manage end user hardware assets in ServiceNow CMDB (all hardware related to role). Lead and govern large‑scale, enterprise‑wide hardware procurement initiatives, overseeing strategy, vendor engagement, and execution across the organization. Provide fiscal stewardship of a multi‑million‑dollar capital budget, ensuring alignment with annual planning and enterprise priorities. Serve as the primary point of executive oversight and escalation of in-scope services. Accountable for performance of large strategic vendors. Oversee related solutions engineering to enhance service delivery and user satisfaction. Incorporate continuous coaching and feedback to build trust and enable individuals to reach their highest potential. Develop self and others by fostering openness, curiosity, and career growth. Promote an environment of respect, well-being, and flexibility by demonstrating care and compassion. Create an environment where Disney values are experienced, encouraging creative problem-solving and ensuring every voice is heard.

Requirements

12+ years of experience in IT service delivery, with 5+ years in management roles.
Proven expertise in end-user computing technologies, including Microsoft SCCM, Windows, Office, Outlook, email, browsers, networking, and file sharing.
Experience leading and developing help desk teams and implementing AI-driven solutions.
Strong strategic thinking and product management mindset.
Deep executive presence and ability to self-drive.
Transformative / modernizing approach.
Deep DEX experience with proven success (i.e. monitor, analyze, and improve IT tools employees utilize daily with the end goal of increasing productivity).
Proficiency in ITIL processes and industry best practices.
Ownership of budget and resources with a focus on cost savings and service improvements.
Knowledge of Continuous Improvement and Lean Six Sigma methodologies.
Bachelor’s degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience

Nice To Haves

Mastery of ITIL principles and certifications.
Experience managing global virtual teams and 3rd-party delivered services.
Certifications in Project Management, Business Analysis, Service Management, and Lean Six Sigma.
Advanced degrees in technology or business-related fields.

Responsibilities

Lead end-user computing and workplace technology initiatives, including lifecycle management for computers, phones, monitors, and peripherals, ensuring efficient onboarding, offboarding, procurement, inventory, deployment, support, and tracking.
Establish a vision and strategy aligned with business goals, connecting stakeholders, building strong teams, and managing resources effectively.
Define strategies, expectations, and priorities to ensure team actions align with organizational success.
Drive the implementation of improved computer and equipment deployment processes as well as operations of these services.
Provide leadership for a 24x7x365 global help desk, incorporating world-class onsite, nearshore, offshore, and AI-driven approaches including logging, tracking, and prioritizing.
Manage end user hardware assets in ServiceNow CMDB (all hardware related to role).
Lead and govern large‑scale, enterprise‑wide hardware procurement initiatives, overseeing strategy, vendor engagement, and execution across the organization.
Provide fiscal stewardship of a multi‑million‑dollar capital budget, ensuring alignment with annual planning and enterprise priorities.
Serve as the primary point of executive oversight and escalation of in-scope services.
Accountable for performance of large strategic vendors.
Oversee related solutions engineering to enhance service delivery and user satisfaction.
Incorporate continuous coaching and feedback to build trust and enable individuals to reach their highest potential.
Develop self and others by fostering openness, curiosity, and career growth.
Promote an environment of respect, well-being, and flexibility by demonstrating care and compassion.
Create an environment where Disney values are experienced, encouraging creative problem-solving and ensuring every voice is heard.