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The Walt Disney Company

Sr Service Delivery Mgmt Specialist (ITIL, JIRA) e-commerce, Retail

Job Summary:

The Senior Service Delivery Management Specialist oversees all aspects of a particular service and ensures the service is delivered within agreed service levels for the Retail Technology organization. The Senior Service Delivery Management Specialist may be responsible for one or more services. The Senior Service Delivery Management Specialist works with the business and leadership to agree on the services required, and works closely with the IT service provider (internal or external) to create and adhere to appropriate Retail technology organization service level agreements. The Senior Service Delivery Management Specialist reviews status updates, performance reports, and action plans for the Retail Technology organization, ensuring that the service team has clear goals to meet the needs and requirements of business customers and leadership. The Senior Service Delivery Management Specialist also raises issues as necessary, reviews service outages, and monitors issues and outages to resolution.



Ensures delivery of one or more services (internal or external) within agreed service levels for the Retail Technology organization.  Actively works with business users and leadership, as well as IT service provider, to agree on what services are required.  Acts as primary customer contact for all service-related inquiries and issues.  Represents the service across the organization.  Sets strategies for service delivery that support the strategic needs of the Retail Technology 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 the Retail Technology organization.  Regularly reviews project/service status, performance reports, and action plans.  Collects and reviews data, statistics, and reports for effective service performance monitoring.  Interfaces with other Service Delivery Management Specialists and IT leaders, ensuring that technical documentation is updated if/when new services are released into production for the Retail Technology organization.  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 for the Retail Technology organization.  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 Retail Technology organization.  Actively removes boundaries and impediments to facilitate successful service delivery.

Basic Qualifications:

5+ years of relevant work experience.  Knowledge of system management platforms, service management, and ITIL.  Knowledge of both the Microsoft Office suite of programs and Google Workspace  Excellent written and verbal communications skills

Preferred Qualifications:

ITIL v3 Certification. ● Expertise in managed services and/or IT outsourcing industry. ● 2 years’ experience in a Scrum Master role ● Experience in interacting with foreign-based support team

Required Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration or similar field or related work experience.

Additional Information:


About Parks, Experiences and Products:

The Parks, Experiences and Products segment includes Disney’s iconic travel and leisure businesses, which include 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. Disney’s global consumer products operations include the world’s leading licensing business across toys, apparel, home goods, digital games and apps; the world’s largest children’s publisher; Disney store locations around the world; and the shopDisney e-commerce platform.

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

Walt Disney Attractions Technology LLC 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 or any other basis prohibited by federal, state or local law. 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.

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