Director - CRM - Warner Bros. Entertainment Group of Companies - Burbank

Job description
SUMMARY OF POSITION

Warner Bros. Entertainment Inc. seeks a Director, CRM for the WBCAS Corporate Operations department. Accountable for client relationship management between the Residuals business department and MIS. Has leadership accountability for client application planning, application development, and outsourced production support. Accountable for the IT investment and roadmap planning for the client organization including technology evaluation, capital investment and on-going recurring support costs. This position manages the pipeline of enhancements requests and jointly prioritizes efforts with the client. This position oversees the delivery and support of Residuals application services for enhancements and incident management including the promotion of new functionality to production. This position proactively monitors all Service Level Agreement metrics on any outsourced services within their portfolio to ensure compliance with contractual obligations.

JOB RESPONSIBILITIES

• Partners with Client Executives and MIS resources to identify business requirements, participates in the development of IT requirements, and owns all application development related activities.
• Forecasts and manages budget related to service delivery for support and projects.
• Conducts IT demand planning and forecasting for supported business units. Provides advice to client business unit on new technologies and trends that can optimize business processes and address critical business problems.
• Responsible for managing the procurement, acquisition and integration of complex software applications and systems including preparation of statements of work.
• Accountable for providing core staff performance evaluation and measurement. Responsible for development and management of direct reports.
• Monitors the performance of the service provider(s) as it relates to the support of the application portfolio and or projects for the supported client organization.
• Provides the service provider(s) with prioritization of the queue of change requests associated with the client’s portfolio.

Desired Skills and Experience
• Undergraduate degree required.
• Graduate degree preferred.
• 10 years of experience in an IT leadership role, managing a complex portfolio of applications across multiple technical platforms.
• Minimum of 7 years of management experience managing both employee and contracting resources (including on site and off shore).
• Minimum of 5 years of management experience with non MIS business users as a customer.
• In depth knowledge of the Residuals process including the complexity around talent agreements (writers, actors, directors, producers, etc.) and how they translate into IT requirements to satisfy contractual obligations.
• 5 years knowledge dealing with a complex custom application that relies on a large number of interfacing systems.
• At least three major full life cycle large project implementations in a management capacity.
• Have deep experience in the full lifecycle of software development with industry standard best practice methodologies.
• Experience in the planning, implementation, operation, and maintenance of IT systems across multiple hardware and software platforms; experience in project and change management of major development or operations projects is required.
• Knowledge of enterprise system software solutions and the integration of business process design to final solution determination.
• Past practice and implementation of Process Re-engineering efforts.
• Management of IT budgets exceeding $2 million.
• Must have demonstrated success in an executive leadership role.
• In-depth knowledge of Residuals business process including the complexity around talent agreements (writers, actors, directors, producers, etc.) and how they translate into IT requirements to satisfy contractual obligations.
• Film entertainment experience with source revenue systems and the collection and reporting of by-title revenue and expenses.
• Working knowledge of equivalently financially complex related business areas.
• Understanding of industry trends and direction in the area of managing intellectual property content and new methods for exploitation and the resulting impact on the Residuals business process.
• In-depth management experience of service delivery as well as prior senior management experience in a comparably sized organization including primary operational responsibility. Fully understands and implements the PMI process groups and knowledge areas.
• Possesses technical skills in Enterprise Architecture Design, J2EE design and development, Data modeling, SOA, EAI & messaging, Mainframe, Windows (.Net), Java J2EE and Web2.0 technologies.
• Masters and applies expert knowledge of application technology and associated leading edge solutions and strategies related to the client’s business to help them achieve their business goals and objectives.
• Ability to direct the construction of complex project plans, interdependent events, critical path activities.
• Technical experience and knowledge with Java, Business Objects, Informatica and web based technologies.
• Ability to manage operating expenses against established budgets.
• In-depth knowledge of all phases of system development lifecycle, including production support.
• Ability to work successfully across organizational lines and influence outcomes.
• Senior level project management skills.
• Ability to effective manage large cross functional and matrix organizational teams.
• Must be able to organize and schedule work effectively.
• Must be able to work well under time constraints.
• Must be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned.

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