Senior Director, FASST Global Support and Operations Leader

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
 

How you'll LEAD:

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. The role will support strategic business & technology objectives and drive operational excellence across multiple regions.

How you'll CREATE:

• 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.

Bring your VIBE:

• 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.

#LI-Remote

Perks Playlist:

• 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

• Variety of ways to prioritize much-needed time away from work including:

  • 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

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.
Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

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Job Category:Technology

Salary Range:

$151,119 to $235,807

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.  All candidates are encouraged to apply.