Executive Director, Global Operational Readiness & AI

Disney Cruise Line - The Walt Disney Company; New York (NY); On-site; Confidential; Full time

Benefits offered by this job

Bonus & long-term incentives

Job summary

Disney Entertainment and ESPN Product & Technology in New York seeks an Executive Director, Solutions Engineering to strengthen operational health, stability, and resilience of services across consumer, platform, and enterprise experiences.

You will lead the Global Support Centers, launch readiness, incident response, problem management, and executive communications, guiding strategy and budgets in a highly matrixed tech landscape.

Qualifications

• Minimum 12 years of progressive experience in technology operations, service delivery, or site reliability.
• 10+ years of leadership experience overseeing a global tech operations or services function.
• Proven track record leading mission-critical, enterprise-scale technology operations.
• Experience defining and enforcing ITIL-aligned incident, problem, and change management practices.
• Experience owning launch readiness governance for major product launches and platform changes.
• Ability to communicate complex technical status clearly to executives and partners.
• Hands-on with AI-enabled detection, event correlation, and intelligent automation.
• Experience managing operating budgets and vendor relationships for an operations function.

Responsibilities

• Lead the Operational Readiness function and set support standards for production readiness.
• Direct proactive launch planning, change governance, and readiness reviews for new features.
• Oversee 24x7 global Service Monitoring, incident leadership, and post-incident reviews.
• Deliver real-time operational communications and regular leadership reporting.
• Advance AI-enabled operational tooling to improve visibility and reduce manual effort.
• Build and lead a high-performing leadership team, with clear standards and governance.

Skills

Leadership

Incident management

Change management

ITIL

SRE practices

AI/Automation

Cloud know-how

Education

Bachelor's degree in CS/IT/Engineering

Advanced degree (MBA or technical Master’s)

Tools

ServiceNow

Job description

Disney Entertainment and ESPN Product & Technology in New York seeks an Executive Director, Solutions Engineering to strengthen operational health, stability, and resilience of services across consumer, platform, and enterprise experiences.

You will lead the Global Support Centers, launch readiness, incident response, problem management, and executive communications, guiding strategy and budgets in a highly matrixed tech landscape.