Director, End User Services

Job ID 10147527 Location Burbank, California, United States / Lake Buena Vista, Florida, United States Business The Walt Disney Company (Corporate) Date posted Apr. 15, 2026

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Job Summary:

Department Description:
At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. Our group drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

Team Description:

The Director of End User Services is a global leadership role responsible for driving innovation, transformation, and excellence in end-user computing, technology help desk operations, workplace technology, and operational solutions engineering across TWDC. This position plays a critical role in enhancing user experiences, streamlining processes, and leveraging agentic AI to improve team capabilities, efficiency, and satisfaction. By adopting a product management mindset and utilizing data-driven strategies, the Director will ensure services are aligned with organizational goals and deliver measurable improvements.

What You’ll Do:

The Director of End User Services will oversee multiple specialties, providing strategic leadership and direction through senior managers and managers. This role is accountable for developing and executing strategies and business plans that align with functional objectives and priorities, influencing internal and external stakeholders, including senior leaders. Success in this role requires a collaborative, innovative, and visionary approach.

Lead end-user computing and workplace technology initiatives, including lifecycle management for computers, phones, monitors, and peripherals, ensuring efficient onboarding, offboarding, procurement, inventory, deployment, support, and tracking.
Establish a vision and strategy aligned with business goals, connecting stakeholders, building strong teams, and managing resources effectively.
Define strategies, expectations, and priorities to ensure team actions align with organizational success.
Drive the implementation of improved computer and equipment deployment processes as well as operations of these services.
Provide leadership for a 24x7x365 global help desk, incorporating world-class onsite, nearshore, offshore, and AI-driven approaches including logging, tracking, and prioritizing.
Manage end user hardware assets in ServiceNow CMDB (all hardware related to role).
Lead and govern large‑scale, enterprise‑wide hardware procurement initiatives, overseeing strategy, vendor engagement, and execution across the organization.
Provide fiscal stewardship of a multi‑million‑dollar capital budget, ensuring alignment with annual planning and enterprise priorities.
Serve as the primary point of executive oversight and escalation of in-scope services.
Accountable for performance of large strategic vendors.
Oversee related solutions engineering to enhance service delivery and user satisfaction.
Incorporate continuous coaching and feedback to build trust and enable individuals to reach their highest potential.
Develop self and others by fostering openness, curiosity, and career growth.
Promote an environment of respect, well-being, and flexibility by demonstrating care and compassion.
Create an environment where Disney values are experienced, encouraging creative problem-solving and ensuring every voice is heard.

Required Qualifications & Skills:

12+ years of experience in IT service delivery, with 5+ years in management roles.
Proven expertise in end-user computing technologies, including Microsoft SCCM, Windows, Office, Outlook, email, browsers, networking, and file sharing.
Experience leading and developing help desk teams and implementing AI-driven solutions.
Strong strategic thinking and product management mindset.
Deep executive presence and ability to self-drive.
Transformative / modernizing approach.
Deep DEX experience with proven success (i.e. monitor, analyze, and improve IT tools employees utilize daily with the end goal of increasing productivity).
Proficiency in ITIL processes and industry best practices.
Ownership of budget and resources with a focus on cost savings and service improvements.
Knowledge of Continuous Improvement and Lean Six Sigma methodologies.

Preferred Qualifications:

Mastery of ITIL principles and certifications.
Experience managing global virtual teams and 3rd-party delivered services.
Certifications in Project Management, Business Analysis, Service Management, and Lean Six Sigma.
Advanced degrees in technology or business-related fields.

Required Education:

Bachelor’s degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience

#DISNEYTECH

The hiring range for this position in Burbank, CA is $171,600 to $230,100 per year and in Lake Buena Vista, FL is $163,344 to $219,120 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Worldwide Services, Inc., which is part of a business we call The Walt Disney Company (Corporate).

Disney Worldwide Services, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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Explore this Location Burbank, CA

Billed as the "Media Capital of the World," Burbank boasts more than 1,000 media and entertainment companies, including the main headquarters for The Walt Disney Company.