Manager, Application Support

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.

Responsibilities:

• Managing team members and vendors to deliver 24 x 7 user & technical support
• Project Delivery: Manage the delivery of technical currency projects and enhancements that meet business requirements and conform to architectural designs and technology strategies.
• Service Delivery: 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.
• Vendor Management: 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.
• Running an agile-based request management workflow, focused on maximizing velocity, improving quality and reducing backlog.
• Partnering with Business & Solution Architects and outsourced delivery teams to identify opportunities for improved customer service, increased agility and availability.
• Working with multiple vendors/partners to deliver existing services against Key Performance Indicators, managing performance against contractual terms and identifying new / rationalizing existing services.    
• Ensuring Service Operations, Knowledge Management, Continuous Improvement, Service Level & Availability Management are operationalized across the team.
• Developing and guiding direct reports by providing career path conversations and mentoring, helping them achieve their goals through effective development and training plans.

Critical Competencies for Success

Leadership Skills:

• A self-starter, who can navigate a complex organizational structure, managing teams through influence and direct line management.
• The ability to establish executive and manager level relationships across the various business and technology providers within TWDC.
• Establish and manage effective working relationships in a matrix environment with other departments, groups and staff to meet shared objectives.
• Foster a collaborative, inclusive, and innovative work environment that encourages adaptability and growth.
• Monitor and evaluate team performance, ensuring alignment with Disney’s strategic vision and People Leader Expectations (PLEs).

Execution Skills:

• A proven track record of execution, the candidate must be able to deliver against the Application Support technical roadmap ensuring the desired outcomes are tied to business needs.
• Technical acumen and experience in sustaining business technology that operate FP&A processes.  Practical application of processes and technologies that manage global systems processes including integration with up/downstream systems.
• A “working IT manager” who gets into the details and is experienced in managing multiple medium to large scale initiatives and cross functional teams.  Equally comfortable with executive-level stakeholders, architects and developers--this is a hands-on position with regards to managing people and detail.
• A practitioner of the Service Management and Agile Development principles and can effectively proceed through review boards and other activities.
• Ability to identify and marshal resources (people, funding, support) to get projects initiated and completed.
• Ability to influence a significant transformation in the FP&A platforms and define a new operating model with the leadership team.

Qualifications:

• 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)

Education:

• Bachelor’s Degree in Technology, Finance, Business or a related field and/or equivalent work experience
• Advanced degree (MBA or MS) preferred

The hiring range for this position in Burbank, California is $141,900 - $190,300 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.