JOB SUMMARY
The Director is a key operational technology leader at Universal Studios Japan (USJ), responsible for the "always on" performance, reliability, and continuous improvement of Application Services, Field Services, and Infrastructure Services. This role ensures the site's day-to-day technology operations (7 x 24 x 365) run smoothly, securely, and efficiently to support park operations and enable exceptional guest and team member experiences.
This role also serves as the designated delegate—regularly representing Technology in cross-functional meetings and business engagements to ensure alignment, continuity, and proactive support of site needs. The Director partners with enterprise D&T Delivery teams to ensure smooth transitions from implementation to support and works closely with the Operational Excellence team to uphold site-level system health, service quality, and compliance.
MAJOR RESPONSIBILITIES
- Lead and manage Application Services, Field Services, and Infrastructure Services teams, driving operational excellence, accountability and customer satisfaction
- Champion a Destination Technology Support model that empowers first-line responders and ensures fast, effective service resolution.
- Serve as the delegate to the Technology Site Leader, regularly representing technology in site-level leadership meetings and cross-functional initiatives.
- Act as a trusted partner to park leadership, ensuring visibility into key technology efforts and aligning operational priorities with business goals.
- Drive SLA-based performance management across all technology services, using KPIs to monitor trends and deliver continuous improvement.
- Coordinate with D&T Delivery teams to ensure successful hand-off from delivery to support for new systems and capabilities.
- Collaborate with the Operational Excellence team to monitor and improve site-level system health, compliance, and incident readiness.
- Serve as executive support for major incident response and post-incident reviews, ensuring swift resolution, clear communication, and actionable root cause analysis.
- Cultivate a high-performing, engaged team culture that prioritizes learning, growth, and service excellence.
QUALIFICATIONS
- 10+ years of progressive IT leadership experience in operations, support, or service delivery
- Proven experience managing multi-disciplinary technology teams in complex, guest-facing environments
- Strong command of IT service management (ITSM), ITIL practices, and SLA-driven operations
- Demonstrated ability to lead through influence, drive cross-functional collaboration, and deliver business-aligned outcomes
- Experience with organizational change management, team development, and strategic planning
- Excellent communication, problem-solving, and stakeholder engagement skills
- High team morale, growth, and retention
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Osaka Universal Studios Japan(USJ LLC)The Director is a key operational technology leader at Universal Studios Japan responsible for the always on performance reliability and continuous improvement of Application Services Field Services and Infrastructure Services.This role ensures the sites day to day technology ope ...
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