Senior Service Delivery Management Specialist

Job ID 10096353 Location Orlando, Florida, United States Business Disney Experiences Date posted Oct. 30, 2024

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"There are so many opportunities to grow and learn within Disney! There is never a dull moment at work."

Diana, Principal Counsel

Job Summary:

“We Power the Magic!” That’s our motto at Disney Experiences. Our team creates world-class immersive digital experiences for the Company’s premier vacation brands including Disney’s Parks & Resorts worldwide, Disney Cruise Line, Aulani, A Disney Resort & Spa, and Disney Vacation Club.

We are responsible for the end-to-end digital and physical Guest experience for all technology & digital-led initiatives across the Attractions & Entertainment, Food & Beverage, Resorts & Transportation and Merchandise lines of business as well as other initiatives including MyDisneyExperience and Hey, Disney!

We are currently looking for a Service Delivery Management Specialist, responsible for the delivery of a particular service within agreed service levels. The
Service Delivery Management Specialist works with the business to agree on the service(s) required, and works closely with the IT service provider (
internal or external) to ensure adherence to appropriate service level agreements in place. The Service Delivery Management specialist reviews status
updates, performance reports, and action plans for the particular service, ensuring that the service team has clear goals to meet the needs and
requirements of business customers. The Service Delivery Management Specialist also raises issues as necessary, reviews service outages, and
monitors issues and outages to resolution, escalating if necessary.

Primary Responsibilities:

Ensures delivery of a particular services (internal or external) within agreed service levels.
Actively works with business and IT service provider to agree on required services.
Acts as primary customer contact for all service-related inquiries and issues.
Sets strategies for service delivery that support the strategic needs of the organization.
Creates relevant service-level agreements and, where needed, operational-level
agreements, ensuring all aspects of service design are considered.
Monitors and ensures adherence to SLAs appropriate to service.
Regularly reviews project/service status, performance reports, and action plans.
Collects and reviews data, statistics, and reports for effective service performance
monitoring.
Supports the development and updating of technical documentation if/when new services are released into production.
Reviews service outages and brings issues to the table for resolution.
Works with service provider(s) to monitor outages, incidents, and/or problems to resolution, and escalates issues when appropriate.
Ensures appropriate IT service improvement plans are put in place, initiated, and managed to drive continual improvement.
Identifies actions to maintain or improve levels of service to meet or exceed agreed SLAs.
Supports creation of service reporting on KPIs.
Oversees the quality and appropriateness of the work performed as part of the service to ensure it delivers measurable, desired benefits to the business.
Works to remove boundaries and impediments to facilitate successful service delivery.

Required skills and education:

Bachelor’s degree in Information Technology, Computer Science, Business Administration or similar field or related work experience.
5+ years of relevant work experience.
Basic knowledge of system management platforms, service management, and

Nice to have:

ITIL v3 Certification.

#DISNEYTECH

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About Disney Experiences:

Disney Experiences brings the magic of Disney stories and franchises to life through theme parks, resorts, cruise ships, unique vacation experiences, products and more around the world. Disney shines in the travel industry with six resort destinations in the United States, Europe and Asia; a top-rated cruise line; a popular vacation ownership program; and an award-winning guided family adventure business. Plus, Disney's global consumer products operations include the world's leading licensing business; the world's largest children's publishing brands; one of the world's largest licensors of games across all platforms; and Disney store locations around the world and on the web.

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 Walt Disney Attractions Technology LLC, which is part of a business we call Disney Experiences.

Walt Disney Attractions Technology LLC 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.

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