Manager, Enterprise IT Operations & Operations Intelligence

INTRODUCTION  

At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.  

ABOUT THE ROLE

We are seeking a results-driven and hands-on Manager of Operational Intelligence & Enterprise IT Operations to lead strategic and operational initiatives that enhance business efficiency and IT service delivery across the APAC region. This hybrid role blends data-driven decision-making with IT operational leadership to ensure a stable, secure, and high-performing environment. In this role, you will leverage analytics and operational insights to drive continuous improvement across IT processes, end-user support, incident management, and issue remediation. You will collaborate closely with cross-functional teams to identify and implement process optimizations, manage regional IT initiatives, and coordinate responses to operational incidents—including root cause analysis and preventive measures.

Reporting to the Sr. Director of Enterprise IT Operations, you will also guide and mentor a team of analysts, fostering a collaborative culture focused on innovation, service excellence, and proactive problem-solving.

RESPONSIBILITIES

・Oversee day-to-day IT operations across the APAC region, including on-site support and remote technical services.

・Manage and mentor local IT support teams, including TechBar, Service Desk, and Executive Support staff, fostering a high-performance culture focused on customer satisfaction.

・Oversee the operations and performance of the regional Service Desk, ensuring timely and effective resolution of user requests and issues.

・Act as the first-level escalation point for operational issues within the region, working closely with the Director to resolve complex challenges.

・Coordinate and implement IT service initiatives, ensuring alignment with enterprise standards and regional needs.

・Ensure effective delivery of TechBar services, optimizing support workflows and enhancing the employee experience.

・Support IT project delivery across the region by coordinating tasks, resources, and communications with global and local stakeholders

・Maintain documentation, SOPs, and knowledge articles to support consistency and operational excellence.

・Assist in vendor coordination and contract management for regional technology services and equipment.

・Promote adherence to ITIL processes and service delivery standards, with a focus on continuous improvement and user-centric support.

・Ensure compliance with information security policies and legal regulations within the region.

・Lead operational intelligence efforts to improve IT performance, efficiency, and reliability.

REQUIREMENTS:

・Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

・5+ years of experience in IT support or IT operations roles, with at least 2 years in a leadership or supervisory capacity.

・Strong understanding of IT support best practices, service delivery models, and end-user technology.

・Experience managing workplace support services such as TechBar and executive support.

・Familiarity with ITIL practices; certification preferred (e.g., ITIL 4 Foundation).

・Excellent interpersonal and communication skills with a customer-first mindset.

・Strong troubleshooting abilities and comfort working in a fast-paced, dynamic enterprise environment.

・Proven experience in managing regional teams and collaborating across time zones and cultures.  

PREFERRED QUALIFICATIONS

・Experience in enterprise-scale environments, preferably media, entertainment, or theme park operations.

・Exposure to cloud-based collaboration tools (e.g., Microsoft 365, Zoom, Google Workspace).

・Project coordination or project management experience (PMP or similar certification a plus).

・Passion for emerging technologies and improving the employee technology experience.

WORK LOCATION

Osaka  

LANGUAGE

Proficient in Japanese and English