Senior Director, Global Support and Operations

4 days ago

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Universal Music Group, Inc.

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Description

• We are seeking an experienced and strategic Global Operations and Support Leader within the Global Tech – FASST organization. • This role will oversee and manage the global support functions for our Finance & SCM applications, systems & services technology. • The position is crucial in ensuring the stability, efficiency, security, compliance, and continuous improvement of our financial systems on a global scale, including its integrated systems. • Lead the global operations of Finance, SCM and R&R Technology systems, ensuring reliability, scalability, security and high performance across all regions. • Manage a global team of technology professionals, providing strategic direction and operational oversight to ensure optimal system performance and support. • Oversee the day-to-day operations, maintenance, and support of FASST applications, including ERP - SAP systems, financial applications, and associated integrations. • Drive the development and execution of long-term strategies for Finance Technology operations, aligning with the UMG’s business goals. • Identify and implement process improvements and best practices to enhance system efficiency, reduce downtime, and optimize costs. • Stay current with emerging technologies and trends in finance tech, recommending and leading the adoption of business transformation and innovations that improve global operations. • Develop and implement robust support strategies to ensure the timely resolution of incidents and technical issues affecting FASST systems. • Establish and manage global support processes, including incident management, problem resolution, and escalation procedures. • Ensure adherence to service level agreements (SLAs) and continuously monitor system performance to proactively address potential issues. • Manage and monitor service metrics to expected targets and build automations that eliminate repetitive tasks and prevent incident occurrence. • Developing and enforcing governance frameworks, policies, and procedures to ensure compliance, risk mitigation, and data security. • Ensure compliance with regulatory requirements and industry best practices in all technology implementations. • Driving initiatives for continuous improvement to enhance the stability, performance, and functionality of the SAP systems, ensuring it meets evolving business requirements. • Fostering collaboration between cross-functional teams, including AMS partners, business users, DevOps, and other relevant departments to promote a cohesive and coordinated approach. • Work with Solution delivery teams to ensure deployed solutions are designed and deployed for resilience and that safeguard checks are performed, and remedial works completed on a timely basis. • Oversee high priority incidents, provide guidance and direction to the team, and communicate to affected business users and executive stakeholders. • If required, assist the team in troubleshooting and diagnosing issues and engage others to ensure timely resolution. • Generate and monitor monthly reports on service uptime, outages, and take leadership role to identify and implement continuous improvement and automation opportunities. • Coach, develop and lead employees including goal setting, feedback, and performance development planning. • Implement and execute operational compliance processes to ensure all application support activities are SOX compliant and adhere to ITGC controls. • Manage relationships with key stakeholders, including C-level executives, to ensure FASST Technology operations meet business needs. • Oversee vendor AMS resources performance and contracts, ensuring that external services are delivered as per agreements and add value to the organization. • Lead training and development initiatives for the FASST support team, ensuring they are equipped with the skills and knowledge needed to manage and support systems effectively. • Ensure comprehensive documentation of systems, processes, and support procedures, maintaining a knowledge base for the global team.

Requirements

• Bachelor’s degree or higher in computer science, Information Technology, or a related field. • 15+ years of experience in leading global IT teams, with a strong focus on Finance Technology. • Proven leadership experience driving business transformations and technology operations in a multinational environment. • Strong leadership and management skills, with a proven ability to lead large, diverse teams across multiple geographies. • Excellent problem-solving skills and a strategic mindset, with the ability to develop & implement strategic plans and drive operational excellence. • Deep expertise in finance technology platforms, including ERP systems (e.g., SAP, Oracle), financial applications, and integration technologies. • Strong understanding of emerging technologies, including cloud computing, automation, AI, and data analytics, and their application in business environments. • Experience supporting SAP applications and solutions in Media & Entertainment industry is a plus. • Experience managing Operational compliance activities for SOX applications and supporting corporate and external audits. • Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels. • Experience in managing relationships with vendors and third-party service providers. • Strong analytical and problem-solving skills, with the ability to make data-driven decisions. • Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

Benefits

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit. • Comprehensive medical, dental, vision, and FSA options, as well as: 100% coverage for out-patient mental health services. • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year). • A lifetime fertility support allowance of $30,000 to plan participants. • Student Loan Repayment Assistance and Tuition Reimbursement. • 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation. • Flexible Paid Time Off (PTO) for exempt employees. • 3-weeks PTO for non-exempt employees. • 2-weeks paid Winter Break. • 10 Company Holidays (including Juneteenth and Wellbeing Day). • Summer Fridays (between Memorial Day and Labor Day). • Generous paid parental leave for every type of parent.