Job Summary:

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 Business Systems (EBS) organization. Our mission is to provide business technology solutions for the enterprise that empower growth, and enhance value across brands, geographies and organizations.

The Application Support and Operations group is part of the EBS organization. We are 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.

Responsibilities:

We look to add team members who are focused on delivery, passionate about customer service, make data-driven decisions, are life-long learners, and prefer to work in a high-tempo, problem-solving work environment.

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 the following business functions:

• Payroll
• Time
• Travel and Entertainment
• Human Capital Management
• Utilizing service management and application development best practices.

Your responsibilities will include:

• Managing team members and vendors to deliver 24 x 7 user & technical support
• Providing quality and timely resolution of application defects/ problems & enhancement requests through the management of the application development lifecycle.
• Running an agile-based request management workflow, focused on maximizing velocity, improving quality and reducing backlog.
• Partnering with Business & Solution Architects to identify opportunities for improved customer service, increased agility and availability.
• Working with multiple vendor/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.
• Building and managing a high-performing, customer-oriented team.
• Developing and guiding direct reports by providing career path conversations and mentoring, helping them achieve their goals through effective development and training plans.

Basic Qualifications:

• 5+ years successfully leading an application development & support team with significant experience in Global Human Capital Management, Payroll and Time Management systems
• 3+ years’ experience supporting Org Management and Talent Acquisition Systems
• 3+ years’ managing outsourced solution providers, including contract negotiations, on-going operations and performance management
• Must have expertise in Global Human Capital Management technologies, with emphasis in SAP Time Management, SAP Payroll, SAP ELE
• Must have practitioner-level skills in agile application development.
• Must have practitioner-level skills in Service Management principles, practices, and procedures.
• Must have “full stack” application knowledge, with expertise in application development
• Must have experience in Application Performance Management

Require the following certifications:

• ITIL Practitioner/Intermediate
• Certified ScrumMaster

Preferred Qualifications:

• 3+ years supporting Enterprise-level applications
• 3+ years managing SaaS/hybrid applications

Preferred Skills:

• SAP Success Factor
• Kronos
• Kenexa
• Concur
• ServiceNow

Required Education

• Bachelor’s Degree in Computer Science, Information Systems, Engineering, or related technical field

Preferred Education

• MBA or Masters in a technical field

About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.