Manager, Application Support

Walt Disney • Burbank, CA

76d • $141,900 - $190,300

About The Position

At Disney, we're storytellers. We make the impossible, possible. The Walt Disney Company 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. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence. This role is part of the Enterprise Products organization under the Financial Value Chain business solutions area. Finance Value Chains will be delivering Priority Business Solutions aligned with the enterprise architecture for the Finance, Tax and Treasury Value Chains. The Application Support team is responsible for excellence in operating business systems and processes in support of the enterprise. We lead with a culture of continuous improvement, innovation and automation. The Manager, Application Support is a service management and continuous improvement-minded technology leader with a passion for problem solving, strong relationships skills, application development expertise and ability to successfully collaborate cross functionally. This role will provide day to day management and oversight of the technologies / services supporting Forecast & Planning business users.

Requirements

• A minimum of 8 years of relevant experience with at least 3 in management roles leading application development & operations teams supporting IBM Cognos TM1, Oracle EPM, or other leading FP&A systems
• Experience managing outsourced solution providers, including contract negotiations, on-going operations and performance management
• Demonstrated success in delivering technical currency projects and enhancements
• Experience in Service Management principles, practices, and procedures
• Strong knowledge of Agile methodologies (e.g., Scrum, SAFe, Kanban)

Nice To Haves

• Advanced degree (MBA or MS) preferred

Responsibilities

• Managing team members and vendors to deliver 24 x 7 user & technical support
• Manage the delivery of technical currency projects and enhancements that meet business requirements and conform to architectural designs and technology strategies
• Ensure the availability and performance of production systems, striving to meet or exceed established Service Level Agreements (SLA)
• Ensure application defects and enhancement requests are delivered in a timely fashion, with high quality
• Oversee vendor/partners in the timely resolution of incidents/problems/requests, ensuring service level and quality targets are met
• Work closely with the Vendor Management Office to identify efficiencies and continuous improvement opportunities with our vendors and outsourced providers
• Run an agile-based request management workflow, focused on maximizing velocity, improving quality and reducing backlog
• Partner with Business & Solution Architects and outsourced delivery teams to identify opportunities for improved customer service, increased agility and availability
• Work with multiple vendors/partners to deliver existing services against Key Performance Indicators, managing performance against contractual terms and identifying new / rationalizing existing services
• Ensure Service Operations, Knowledge Management, Continuous Improvement, Service Level & Availability Management are operationalized across the team
• Develop and guide direct reports by providing career path conversations and mentoring, helping them achieve their goals through effective development and training plans

Benefits

• A bonus and/or long-term incentive units may be provided as part of the compensation package
• Full range of medical, financial, and/or other benefits, dependent on the level and position offered

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Motion Picture and Sound Recording Industries
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees