Job Summary:

The role of the Service Delivery Manager is highly customer-facing. Responsibilities include overseeing multi- disciplinary network service delivery in order to facilitate the delivery of consistent, repeatable and measured services to business unit partners in all geographies.

The Service Delivery Manager identifies business partner issues and needs by maintaining an excellent relationship with business unit stakeholders. The Service Delivery Manager possesses superb leadership and interpersonal skills, and is passionate about delivering end-to-end customer-driven solutions.

The Service Delivery Manager serves as a single point of contact for in scope, multi-disciplinary projects and services that span a single or multiple internal service providers, facilitating needed communication and collaboration to ensure seamless, frictionless delivery.

The Service Delivery Manager develops, maintains and enhances the tools needed for exceptional service delivery, in the context of reporting, analytics, process and process automation.

Responsibilities:

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical risks and issues, coordinating resolution with all appropriate constituents, and establishing effective communication between stakeholders
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Developing, maintaining and improving service delivery processes.
• Identifying areas of optimization across the entire service delivery supply chain, including Disney, vendors and 3rd parties.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Participates in training development an recruiting activities to ensure service delivery alignment with business partner expectations
• Establishing and building relationships with business unit partner stakeholders and decision makers
• Establishment of service and project tracking KPI's
• End-to-end communication for in scope projects and services
• Develops and enhances business operations and project reporting and analytics
• Chairs service delivery governance meetings
• Serves as the liaison and orchestration between both internal and external service delivery supply chain partners (BNDS, WNS, Telecomm, Ops, NFAD, 3rd Party, etc.)
• Maintaining business operations related JARVIS tasks. Maintaining the cost configurator
• Current and future state process documentation and maintenance

Basic Qualifications:

• 7 years in project, portfolio or service delivery management
• Adept with Smartsheet, Excel, PowerPoint, Sharepoint, MS Teams
• The ability to exert influence and assertiveness as/where required
• Deep understanding of ITIL based service delivery components and methodology
• Applicable understanding of process modeling
• Advanced communication skills, particularly the ability to communicate technical information to non-technical audiences.
• Demonstrated ability to work with a wide array of technical and managerial personnel to solve complex problems.
• Strong customer service skills and orientation.
• Knowledge of film entertainment, hospitality, video distribution and broadcast.
• Strong presentation skills
• Adept at written and oral communications
• Strong requirements facilitation skills
• Ability to interface and collaborate directly with IT constituents, executives, business partners, and vendors
• Ability to think innovatively
• Self-organizing and motivated
• ITIL 3/4

Preferred Qualifications:

• 7 yrs in a large enterprise environment that provides 7x24 services to a broad internal customer base.
• Media, entertainment industry experience preferred.
• 5+ years hands on experience in business process re-engineering and transformation
• PMI

Required Education

Bachelor's degree in computer science, information systems, engineering, mathematics, business, or other related scientific, technical or business discipline desired.

Additional Information:

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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 with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. 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, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.