Director, Platform Operations

Universal Orlando•Orlando, FL

About The Position

The Director, Platform Operations helps organize and execute the goals of the Platform Operations and Governance team, acting as a scrum of scrums master. Will also be responsible for FinOps. This role is a hands-on, outcomes-oriented leader with deep expertise in enterprise project and program delivery. This role will directly oversee the Infrastructure Program Management Office (PMO) to ensure IT deliverables across projects meets organizational goals, deadlines, budget, and requirements to advance the business overall across Universal Destinations & Experiences. Execute upon PMO processes and policies, lead program management team, and work with other department leaders to deliver on successful projects & programs. Manage deliverables, risks, issues to improve consistency, predictability, and efficiency of the organization. The role also supports roadmap planning, budgeting, vendor/contract management, and operational performance reviews, providing clear status and risk visibility to the VP, IT Infrastructure. Success requires strong partnership with leaders across Global Technology & Innovation, business divisions, and key corporate functions to deliver measurable reliability, security, and customer experience outcomes.

Requirements

Ability to dispassionately make and execute on quality, risk-informed decisions.
Ability to communicate ideas and concepts clearly, simply, and at speed.
Strong working knowledge of compute, network, storage, cloud and data center systems.
Ability to drive and build consensus among business, partners, and Team Members at all levels within an organization.
Ability to develop and deliver C-level executive presentations and business cases.
Ability to manage and achieve financial, strategic, and operational objectives.
Excellent analytical, written, and verbal communication skills; able to explain complex concepts concisely to both technical and non-technical audiences.
Demonstrated ability to define and execute strategic initiatives.
Budget management.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Consistent attendance is a job requirement.
Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, Business Administration, or equivalent relevant experience required.
10+ years of experience in enterprise PMO, progressive transformation or technology enablement.
Experience leading large-scale infrastructure or technology deployments and refresh programs across campuses and complex venues, including site standards, cutovers, and operational transition to support teams.
Experience in financial planning and estimation for infrastructure platforms and services, including procurement strategies, vendor contract management, and lifecycle planning.
Experience with 24x7x365 operations metrics.
Experience in executive communication, business-focused data storytelling, relationship building, and decision making; expert at stakeholder and partner management; or equivalent combination of education and experience.

Nice To Haves

Master’s degree preferred.

Responsibilities

Drive a critical portfolio of projects & programs in support of Parks Technology and guest/Team Member experience by providing overall leadership to project management structure.
Work with Creative, Product & Technology teams to develop, track, analyze and publish project and financial reports, scorecards, and program/project performance trends.
Supports the Infrastructure Team’s portfolio both internationally & domestically including UO, USH & USJ.
Key contributor to annual strategic planning process for assessment of critical resources and financial estimation in support of advancing the organization’s vision & mission.
Execute upon and contribute to process improvements and best practices across PMO to support delivery excellence.
Work broadly with both Business and Technology Teams to ensure that best practice, management structure and processes are implemented and managed to drive scope management and on-time/on-budget development and deployment.
Work with Product, Project & Technology teams to develop, track, analyze and publish project and financial reports, scorecards, and program/project performance reports.
Create transparency, measurability, and accountability to effectively manage deliveries.
Build & lead a high performing team of project managers, program managers, business analysts, scrum-masters and others as needed to achieve operational excellence in reaching and exceeding goals and objectives.
Maintain strong relationships with key stakeholders to achieve robust and sustainable governance model.
Provide overall leadership to project management structure, approach, and reporting.
Work broadly with both Business and Technology to ensure alignment across project and program delivery.
Manage departmental budgets and administrative responsibilities (e.g., labor planning, coverage, standardization); review and approve expenditures with an ownership mindset.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.