Senior Manager – IT Operational Excellence F/H/NB – CDI

Job ID 10095302 Location Marne-la-Vallée, France Business Disneyland Paris Date posted Sep. 24, 2024

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"I didn't think it was possible that something I did for fun - telling sports stories through stats - could become my job until I came here."

Ana, Sr. Researcher, ESPN

Job Summary:

Le/la Senior Manager IT Operational Excellence à Disneyland Paris supervise les processus de gestion des services informatiques (ITSM), assure la qualité des services informatiques et gère l'équipe « IT Operations Management 24x7 ».

Ce rôle comprend la gestion de la surveillance, des événements, les activités cloud, les opérations du datacenter et la création d’un socle pour les futurs services de gestion des applications (AMS).

C’est un rôle clé qui implique la coordination et l'interface avec les Duty Managers SI qui sont les informaticiens de première ligne au sein du parc et des installations associées. Ce poste est essentiel pour maintenir des prestations de services informatiques premium, améliorer la satisfaction des utilisateurs et conduire des initiatives d'amélioration continue dans l'environnement dynamique et passionnant qu’est Disneyland Paris.

Vos Missions ?

Au niveau du management, vous dirigez, encadrez, faites grandir et inspirez une équipe talentueuse d'une 30aine de personnes, avec 3 direct reports dont les sujets principaux sont: ITSM, Qualité et Support de niveau 2.

C’est un rôle très transverse, en collaboration avec diverses équipes comme: l’IT, les opérations (le parc), et différents départements. Il y a également des parties prenantes externes avec qui vous êtes en interaction (prestataires) et à votre niveau, vous communiquez, collaborez et assurez l'alignement des services informatiques sur les objectifs et les besoins de Disneyland Paris.

Votre rôle couvrira plusieurs volets:

IT Service Management (ITSM):

Développer, mettre en œuvre et gérer les processus et politiques ITSM afin d'assurer une prestation efficace et efficiente des services informatiques au sein de Disneyland Paris,

Superviser les processus de gestion des incidents, des problèmes, des changements et des versions afin de minimiser les perturbations et d'améliorer la qualité des services,

Surveiller et analyser les mesures ITSM afin d'identifier les tendances, les problèmes et les opportunités d’amélioration continue.

Quality Assurance:

Établir et maintenir des normes de qualité pour les services informatiques et les fonctions support spécifiques à Disneyland Paris,

Effectuer régulièrement des audits et évaluations pour garantir le respect des normes de qualité et identifier les domaines susceptibles d'être améliorés,

Élaborer et mettre en œuvre des initiatives d'amélioration continue afin d'accroître la qualité et l'efficacité des services.

Tier II Support:

Superviser l'équipe d'assistance de niveau II en résolvant les problèmes techniques complexes et en fournissant un service client exceptionnel aux membres de l'équipe et aux opérations de Disneyland Paris.

Assurer une résolution rapide et efficace des tickets d'assistance, en respectant les accords de niveau de service (SLA).

Fournir des conseils et un encadrement au personnel d'assistance, en encourageant une culture de collaboration et d'apprentissage continu.

Monitoring et Event Management:

Superviser la mise en œuvre et la gestion des systèmes de surveillance afin de garantir la disponibilité et les performances des services informatiques.

Gérer les processus de gestion des événements afin de détecter les problèmes liés aux services informatiques et d'y répondre rapidement.

Cloud Operations:

Superviser la gestion et l'optimisation des opérations cloud pour soutenir des services informatiques évolutifs et fiables.

Garantir la sécurité, la performance et la rentabilité des services basés sur le cloud.

Data Center Operations:

Superviser les opérations du datacenter, en assurant la haute disponibilité, la sécurité et l'efficacité de l'infrastructure informatique sur site.

Coordonner la maintenance, les mises à niveau et la planification de la capacité des ressources du centre de données.

Future Application Management Services

Développer les bases des futurs services de gestion des applications, y compris les stratégies, les processus et les outils.

Collaborer avec les équipes de développement et support des applications afin d'assurer une intégration et un soutien sans faille des nouvelles applications.

Risk Management et Compliance:

Identifier et atténuer les risques liés à la prestation de services informatiques et à l’assistance.

Assurer la conformité avec les réglementations, les normes et les meilleures pratiques applicables à Disneyland Paris.

Développer et maintenir des plans de reprise après incident, et assurer la continuité des activités et disponibilité des services

Vos atouts pour réussir ?

Idéalement titulaire d'un Bac+4/5 en informatique, vous avez au moins 10 ans d’expérience dans la gestion des services informatiques, assistance technique et gestion des opérations.

Une experience confirmée dans la gestion des processus ITSM et de la direction d'équipes d'assistance dans un environnement informatique complexe

Vous parlez couramment le français et l’anglais (niveaux C1 minimum)

Le framework ITIL, les outils ITSM et de gestion des opérations n’ont plus de secret pour vous.

Vous avez de l’expérience en gestion de services cloud, de data centers, et de services de gestion des application

Une ou des certifications (ITIL, PMP Lean, Six Sigma) sont vivement souhaitées

Vous êtes notre castmember idéal(e) si vous...

Êtes reconnu(e) pour vos compétences en matière de leadership, communication et de gestion des relations interpersonnelles

Avez une forte capacité à penser stratégiquement et à mener des initiatives d'amélioration continue.

Disposez de solides compétences en matière d'analyse et de résolution de problèmes, avec un accent particulier sur la satisfaction du client.

La connaissance du secteur du divertissement, tourisme, de l'hôtellerie ou des parcs à thème est un plus.

La différence Disneyland Paris ?

Un environnement exceptionnel, international et multiculturel concentré sur un site unique

Un produit extrêmement riche qui ne cesse d’évoluer

Un programme d‘intégration complet sur votre poste et l’accès à de nombreuses formations

Des opportunités de développement de votre carrière

Télétravail et d’autres avantages 100% Disney Cast Life

Contribuer à la transformation digitale & travailler sur des projets stratégiques et ambitieux

Prêt(e) à participer à une formidable aventure humaine ? A rejoindre nos collaborateurs (Cast Members) partageant la même ambition professionnelle : celle de faire vivre la magie Disneyland Paris pour les millions de visiteurs qui viennent dans nos parcs tous les ans ?

Il ne vous reste plus qu’à postuler car nous sommes prêts à vous donner les moyens de faire rayonner vos talents !

Informations supplémentaires

Poste basé à Montévrain, contrat CDI, statut Cadre

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The Senior Manager of IT Operational Excellence at Disneyland Paris will oversee the IT Service Management (ITSM) processes, ensure the Quality of IT services, and lead the 24x7 IT Operations Management.

This role includes managing monitoring, event management, cloud operations, data center operations, and establishing a foundation for future application management services.

Additionally, this role involves coordinating and interfacing with the on-site support leads who are the front-end IT within the park and associated facilities. This position is essential in maintaining high standards of IT service delivery, enhancing user satisfaction, and driving continuous improvement initiatives within the dynamic and exciting environment of Disneyland Paris.

Your missions?

In terms of management level, you will lead, supervise, develop and inspire a talented team of around 30 people, with 3 direct reports whose main subjects are: ITSM, quality and Tier II support.

It's a very cross-functional role, working with various teams such as: IT, operations, and different business units. There are also external stakeholders with whom you interact (service providers) and at your level, you communicate, collaborate and ensure the alignment of IT services with Disneyland Paris' objectives and needs.

Your role will cover several areas:

IT Service Management (ITSM):

Develop, implement, and manage ITSM processes and policies to ensure effective and efficient delivery of IT services within Disneyland Paris.

Oversee incident, problem, change, and release management processes to minimize disruptions and improve service quality.

Monitor and analyze ITSM metrics to identify trends, issues, and areas for improvement.

Quality of service (IT Scope):

Establish and maintain quality standards for IT services and support functions specific to Disneyland Paris.

Conduct regular audits and assessments to ensure compliance with quality standards and identify areas for improvement.

Develop and implement continuous improvement initiatives to enhance service quality and efficiency.

Tier II Support:

Lead the Tier II support team in resolving complex technical issues and providing exceptional customer service to Disneyland Paris cast members and operations.

Ensure timely and effective resolution of support tickets, adhering to service level agreements (SLAs).

Provide guidance and mentorship to support staff, fostering a culture of collaboration and continuous learning.

Monitoring and Event Management:

Oversee the implementation and management of monitoring systems to ensure the availability and performance of IT services.

Manage event management processes to detect and respond to IT service issues promptly.

Cloud Operations:

Lead the management and optimization of cloud operations to support scalable and reliable IT services.

Ensure the security, performance, and cost-efficiency of cloud-based services.

Data Center Operations:

Manage data center operations, ensuring high availability, security, and efficiency of on-premises IT infrastructure.

Coordinate maintenance, upgrades, and capacity planning for data center resources.

Future Application Management Services:

Develop the foundation for future application management services, including strategies, processes, and tools.

Collaborate with application development and support teams to ensure seamless integration and support for new applications.

Risk Management and Compliance:

Identify and mitigate risks related to IT service delivery and support.

Ensure compliance with relevant regulations, standards, and best practices applicable to Disneyland Paris.

Develop and maintain disaster recovery and business continuity plans to ensure service availability and resilience.

The keys to your success?

Ideally with a 4/5-year degree in IT, you have at least 10 years' experience in IT service management, technical support and operations management.

Proven experience in managing ITSM processes and leading support teams in a complex IT environment.

Fluency in French and English (minimum level C1)

The ITIL framework, ITSM and operations management tools hold no secrets for you.

You have experience in managing cloud services, data centers and application management services.

One or more certifications (ITIL, PMP Lean, Six Sigma) are highly desirable.

You're our ideal castmember if you...

Are recognized for your leadership, communication and interpersonal skills.

Have a strong ability to think strategically and drive continuous improvement initiatives.

Have strong analytical and problem-solving skills, with a focus on customer satisfaction.

Knowledge of the entertainment, tourism, hotel or theme park industry is a plus.

The Disneyland Paris difference?

An exceptional, international and multicultural environment concentrated on a unique site

An extremely rich product that is constantly evolving

A complete induction program and access to a wide range of training courses

Opportunities for career development

Remote and other 100% Disney Cast Life benefits

Contribute to digital transformation & work on strategic and ambitious projects

Ready to take part in a wonderful human adventure? Join our Cast Members who share the same professional ambition: to bring the magic of Disneyland Paris to life for the millions of visitors who come to our parks every year?

All you have to do is apply, because we're ready to give you the means to make your talents shine!

Apply Now

About Disneyland Paris:

Disneyland® Paris is a company where dreams really do come true. Here, our Cast Members work on stage or backstage, in hundreds of professions. Their mission: offering every guest an unforgettable Disney Experience at our 2 theme parks and our 7 hotels as well as Disney Village. The passion and enthusiasm of our teams has made our company the number one tourist destination in Europe!

Creating dreams carries with it many responsibilities. For our resort, long-term development must be rooted in a sustainable tourism model. We have made important social & environmental commitments, which we seek to implement with the continuous involvement of our employees and stakeholders.

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 Euro Disney Associes SAS, which is part of a business we call Disneyland Paris.

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