Job Summary:

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company 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. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

This role is part of the Workforce Enablement (WE) organization. Our mission is to enable the digital employee in their day to day work through efficient delivery and integration of common and secure platforms, products and devices that provide them with an experience that supports responsible and efficient collaboration and communication with partners.

We are seeking a Sr. Manager, Service Management within the Digital Workplace group of Workforce Enablement to lead service management of our SaaS and on-premise services that support the workforce at Disney. You will manage a team of talented IT service managers and support the overall lifecycle of our services as part of a cross-functional group of service managers, product managers, and software engineers in the Digital Workplace group.

Responsibilities:

Who you are
You are a team builder, mentor, that has a passion for growing talent and empowering others and self. You have outstanding social skills, are an analytical thinker, and are great at navigating complex issues. You have experience working with a growing and agile team, and you thrive in a fast-paced environment. You love building relationships with customers, business partners, software engineers, and IT team members alike. You are passionate about empowering creative and technical businesses at scale, building secure solutions, providing a great user experience, and have an excellent background in delivering on projects and complex tasks with others. Lastly, you’re excited about working for Disney and partnering closely with others on delivering well.

What you will be doing
In this role, you will manage the Service Management team for the Digital Workplace group at Disney. Your responsibilities include:

• Oversees the selection/design and implementation of platforms and products supporting solutions, as well as custom solutions built leveraging those platforms and products.
• Manages team’s operations, budget, and financials including annual operating planning, forecasting, contracts, and invoices.
• Handles personnel and performance management including recruiting/hiring and development.
• Manages and oversees multiple vendor/consultant relationships.
• Manages and oversees numerous vendor/customer and internal partner relationships.
• Accountable for all team projects and ongoing support; determines most effective resourcing strategy for each scope of work.
• Guides team in driving awareness and adoption of services.
• Contributes to Digital Workplace group’s strategic planning and direction.
• Fosters a team culture focused on collaboration, communication, quality customer service, and efficiency.
• Partnering with Product Management, Engineering, Business Stakeholders, Information Security, Finance, and Legal partners on delivery of service lifecycle.
• Developing and reporting on SLA metrics and KPIs for services.
• Stay current on developments within the IT space and provide recommendations on ways to automate, improve user experience, and deliver our services more efficiently.
• Ensuring Service Operations, Knowledge Management, Continuous Improvement, Service Level & Availability Management are operationalized across the team.

Basic Qualifications:

• 7 years’ experience with enterprise technology service design, implementation, and management of both SaaS and on-premise products and platforms.
• 4+ years of project/program management and financial/business analysis experience.
• 4+ years of demonstrated success leading and developing teams in the content/information management space.
• 3+ years’ experience managing larger, more complex and cross-functional department (AOP) and project budgets
• Experience applying compliance requirements to content/information management systems.
• Demonstrated success acting as a thought leader and solution partner.
• Experience and familiarity with enterprise content management platforms and products (DAM, ECM, document management).
• Strong interpersonal, analytical, problem solving, negotiating, and influencing skills.
• Demonstrated ability to drive change, build credibility, leverage influence, and build consensus.
• Ability to effectively communicate across all levels of the organization including technical/non-technical and executive audiences.
• Demonstrated ability to manage project, departmental and enterprise risks related to projects.
• Strong facilitation, organizational, prioritization, decision making, and conflict resolution skills.
• Successful history of client and partner relationships.
• Experience with vetting, selecting, onboarding and managing third-party vendors.
• Solid understanding of project management methodology.
• Self-starter with high level of initiative; strong sense of ownership and urgency.
• Familiarity with sensitive/restricted data handling such as PII, PCI, GDPR, SOX, COPPA.
• Must be able to adapt to rapidly shifting priorities in fast-paced environment.
• Extraordinarily detail-oriented with excellent organizational skills.
• Experience in a complex, large-company environment.
• Comfortable learning and using a variety of processes and technical tools to get things done.
• Demonstrated ability to work effectively with colleagues and partners across co-located, virtual, and off-shore settings.
• Experience with automating IT processes and tasks using scripting languages.

Preferred Qualifications:

• 8+ years’ experience with enterprise technology service design, implementation, and management
• 5+ years of project/program management and financial/business analysis experience
• 5+ years of demonstrated success leading and developing teams in the content/information management space
• 5+ years’ experience managing larger, more complex and cross-functional department and project budgets
• Disney work experience.
• Experience in consulting or agency environment.
• Previous software engineering or Web production experience.
• Familiarity with user registration/authentication/authorization services.
• Familiarity with infrastructure design concepts.
• Familiarity with development security concerns and best practices.
• Experience in media/entertainment or hospitality industries.

Required Education

• Bachelor’s degree

Preferred Education

• Bachelor’s or Masters in Computer Science, Information Systems or Business Administration desired
• ITIL Certification
• Project Management Certification (PMP, CAPM, Certified Scrum Master, Certified Scrum Product Owner)

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.