Service Delivery, Business Technology Solutions Manager

About Digital & Technology An opportunity with USJ's Digital and Technology team is an experience like no other. From developing state-of-the-art theme park locations in Orlando, Hollywood, Beijing and Japan, to new destinations, like our Halloween Horror nights themed destination in Vegas and a kids park in Frisco… our teams are at the heart of the new and innovative digital technologies that power our guest and team member experiences. In this role, you will be responsible for working with our business partners and product teams to understand the requirements that drive the technology solutions we will deploy and analyze key requirements needed. You will engage in the testing cycles of those solutions to align and drive that the design meets the original set of expectations. You are part of a global team that is consistently looking at ways to enhance the experience for guests, from planning their trip to their in park visit, to their post return while driving the best experience all around. As part of the Digital and Technology team, you will work in a global and multinational team atmosphere, with team members that come to work with us, from various countries. You will engage with not only team members but with multinational vendors that support our destinations and experiences across the globe. So be prepared, as our primary language to operate in is English, daily; however, having other languages, like Japanese is a plus, for local communications. After joining the company, you will gain a basic understanding of the latest technology for our theme parks and overall in park ride solutions. Not to worry, we will work with you to refine your business system analysis skills. Your role will be responsible for reporting to management both in Japan and within the US. Regardless of your length of service, you will be involved in operations with other parks around the world and will be able to grow significantly. Examples of projects or the kind of projects you may engage in, include but are not limited to: Commerce Platform Ticketing and Access Control systems Web and Mobile application development Gaming and new technologies innovations, that connect the guest at home and in park Photo validation technologies Ride Reservation platforms Food and Beverage platforms Character digitally connected experiences, and the list goes on. So come join the fun, with destinations all around the world, Universal Destinations and Experiences Digital & Technology team, has multiple ways to immerse you in our brand, while growing your career. ROLES & RESPONSIBILITIES Management and Training Oversees the selection and technical training of qualified IT personnel to ensure an efficient unit. Directs technological operations by studying organizational practices and goals. Support schedule shifts, manage workloads and assignments. Conduct performance reviews and support team member career development. Continuous Improvement Documenting and enforcing policies and procedures. Automation of tasks that can be automated Improve automation, self-service portals, and knowledge bases Identify recurring issues and drive root-cause analysis Improve workflows and reduce repeat incidents Monitoring & Reporting Monitors an organization’s servers, applications, and computer systems for irregularities and performance issues. Communicates all operating policies and/or issues at department meetings. Assesses system data and error logs, along with user reports, to determine areas for improvement or repair. Coaches and develops their direct reports by providing performance feedback. Stakeholder & Vendor Management Provide thought leadership and technical excellence for the IT teams. Collaborate with global teams (Cyber Security, Endpoint Management, etc.). Align service desk operations with business needs Tools & Technology Own or manage service desk tools (e.g., ServiceNow, Jira Service Management End-user computing (Windows, macOS, mobile devices) Enterprise tools (Microsoft 365, Active Directory, VPNs) REQUIREMENTS Experience with system installation, configuration and analysis Hands-on experience with incident, request, and escalation management Experience working in SLA-driven environments Thorough knowledge and exposure to enterprise IT environments (Windows/Mac, networks, cloud, SaaS) Leadership and team management skills Ability to manage multiple projects simultaneously Good communication skills Problem-solving aptitude ITIL Foundation LANGUAGE SKILLS Able to communicate clearly in Japanese and English verbally and in writing WORK LOCATION Osaka, Japan