Delivery Manager, Resort Operations & Asset Management

INTRODUCTION

Welcome to the heart of technology innovation at Universal Studios Japan! Join our Digital and Technology (Park Technology) team, a growing global presence in USJ. In the Technology team, you'll join our multicultural, bilingual setting, working on cutting-edge technologies that redefine the theme park experience. Your role is pivotal, setting the standard for new parks worldwide and making a lasting impact on the park business.

At Universal Studios Japan, your work directly contributes to enhancing the overall guest experience, ensuring that each visitor's journey is not only enjoyable but also seamless and efficient. Your innovations will make guests' lives easier, particularly as the park welcomes more visitors, by creating technological solutions that streamline their interactions, reduce wait times, and offer a more convenient and memorable visit. Join us in shaping a visitor-centric environment where every guest can effortlessly immerse themselves in the magic of Universal Studios Japan.

In addition to shaping the guest experience, your role in Technology extends to serving our internal customers the dedicated team that makes the magic happen behind the scenes. You'll be instrumental in crafting tailored technology solutions to enhance the efficiency and effectiveness of USJ Crew Members, contributing to a seamless and enjoyable work environment. As a key player in our technological landscape, you'll be pivotal in ensuring that our internal systems and processes align with the highest standards, empowering our team to deliver unforgettable moments to our guests. Join us in creating a holistic, technologically advanced environment where both external and internal customers thrive, setting new benchmarks in the realm of entertainment innovation.

Now is an exciting time to join Universal Studios Japan. Be at the forefront of shaping the new guest and Crew Member experience. This is the opportune moment to be on the ground, contributing to the very foundation of a transformative era in our parks.

JOB SUMMARY

The Delivery Manager for Resort Operations & Asset Management leads the delivery, stability, and modernization of technology platforms that support hotel operations, guest services, facilities management, and asset lifecycle systems at Universal Studios Japan. This role integrates technical breadth, delivery governance, and people leadership to ensure reliable, compliant, and enterprise-aligned solutions.

The Delivery Manager partners closely with engineering, architecture, operations, and vendor teams to drive successful outcomes across both daily operations and multi-system transformation initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Platform Stability & Operational / Delivery Excellence 40%

1. Own operational performance, availability, and reliability of Resort Ops & Asset Management systems.
2. Govern L3+ incidents, problem, and change processes to maintain platform stability.
   Collaborate … to ensure systems remain integrated and resilient.
3. Collaborate with Park Operations, Technical Services, Cybersecurity and Destination teams to deliver integrated, stable solutions.
4. Manage application delivery lifecycle, ensuring timely delivery while mitigating risks.
5. Drive root cause analysis and systemic improvement for recurring issues

• Technology Strategy & Delivery 30%

1.  Lead end-to-end delivery of enhancements, integrations, upgrades, and transformation initiatives.
2. Translate business strategy into an actionable, globally aligned technology roadmap.
3. Partner with Solution Architecture on design decisions involving integrations, EAM platforms, IoT, and hybrid environments.
4. Manage internal teams and vendors to ensure high-quality delivery and operational readiness.
5. Ensure solutions support long-term maintainability.

• Cross-Team Collaboration, Team Culture, Staff Development 20%

1. Lead and develop engineering teams, strengthening technical capabilities, delivery discipline, and service quality.
2. Create capability development plans and coach team members for skill and career growth.
3. Build strong partnerships with Operations, Facilities, Engineering, Safety/Compliance, Finance, and Infrastructure teams.
4. Foster a culture of accountability, collaboration, and continuous improvement.

• Administrative 10%

1. Manage budgets, forecasts, vendor contracts, and licensing costs for HR and Finance technology platforms.
2. Approve expenditures with an ownership mindset and ensure adherence to finance, audit, compliance, and EHS requirements.
3. Provide leadership updates on delivery progress, risks, compliance activities, KPIs, and system performance.
4. Supervise team members according to organizational policies and standards..

• Understand and actively participate in Environmental, Health & Safety responsibilities by following established USJ policy, procedures, training and team member involvement activities.
• Perform other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required:            

Technical & Domain Expertise (Advanced Level Required)

• Broad technical expertise across enterprise operational platforms, including resort/hotel systems, facilities management, and asset lifecycle/EAM solutions (e.g., Maximo, Infor EAM, SAP PM).
• Deep understanding of integration architectures (microservices, REST APIs, IoT, ETL, event-driven systems) and hybrid cloud/on-prem environments.
• Ability to assess technical feasibility and long-term maintainability across complex systems.
• Experience leading modernization initiatives such as cloud adoption, integration simplification, automation, and CI/CD.
• Skilled in evaluating solution designs, engineering approaches, and vendor technical proposals.
• Experience with budget, people, and vendor management.

Note:
These technical expectations deliberately exceed the Technical Lead’s “deep specialization” by requiring broader architectural judgment and multi-platform technical oversight.

Delivery, Strategic & Leadership Competencies

• Proven ability to lead complex, multi-vendor delivery initiatives.
• Strong governance capability in architecture compliance, risk management, and release readiness.
• Ability to translate business goals into practical delivery roadmaps.
• Effective communicator able to engage senior leadership and operational teams.
• Demonstrated ability to uplift team capabilities and develop technical talent.

REQUIREMENTS

EDUCATION

Bachelor’s degree required; advanced degree preferred (Engineering, Computer Science, Technology, or related fields)

CERTIFICATIONS, LICENSES, REGISTRATIONS

Any relevant certifications related to the job is an advantage

EXPERIENCE

• 9+ years in technology delivery, enterprise system management, or operational platform leadership.
• Background in operations-heavy industries (hospitality, theme parks, manufacturing, logistics, facilities management, etc.).
• Experience supervising technical professionals and developing talent.
• Experience leading technical teams and managing vendor performance.

ADDITIONAL INFORMATION

This Delivery Manager role is responsible for shaping and sustaining the technology landscape that powers resort operations and asset management for Universal Studios Japan. Success in this role requires the ability to balance strategic technological direction with operational discipline and people development.