Service Delivery Manager

Job Description

The Service Delivery Manager is responsible for developing and implementing standards, policies and practices, ensuring ongoing process improvement in all areas of the Workforce Platforms and Services department. Key functions include close collaboration with Service Managers to establish departmental information and content management standards including storage and disposition best practices; working with leadership to consolidate and track department financials (AOP forecasting, PO management, invoice payments, project budgets, etc.); managing work intake across platforms; partnering with Global Information Security to ensure all risk assessments, reviews, and audits are completed per prescribed schedule, controls are met, and violations are remediated in a timely manner across all platforms and applications; working with leadership and service managers to establish and maintain chargeback models for platforms and services and to ensure monthly allocation reports are provided to Cost Recovery; collaborating with communications and other teams to promote WPS services across the Company.

• Collaborate with the WPS Service Managers to align common methods, processes and interdependencies across all platforms and services to identify department-wide process improvement opportunities and efficiency-gains
• Drive synergy across platforms and service towers through implementation of streamlined processes, methods, tools and best practices
• Work with leadership and Service Managers to develop KPI’s at the service level as well as at the department level
• Organize WPS documentation and ensure ongoing maintenance, proper storage and disposition of WPS documents and records
• Develop standards and practices for onboarding new platforms and services, and retiring old ones
• Partner with Global Information Security to ensure current and ongoing compliance goals are met and maintained while also ensuring any violations are remediated across WPS platforms/service towers
• Manage User ID, Domain and Server Admin review exercises to ensure full compliance
• Manage customer requests and the demand lifecycle across all platforms and services
• Maintain the portfolio of internal projects and programs
• Track vendor engagements (both support and projects)
• Organize and maintain product licensing and vendor agreements, collaborating as needed with Sourcing and Procurement to ensure no lapses in service, prompt payment and retirement/cancellation of products and contracts no longer needed
• Seek out opportunities for hard and soft cost savings within the department
• Manage the full lifecycle of purchase requests for products and services from submission to closure
• Organize and drive customer outreach and communications campaigns to ensure customer satisfaction and raise Company-wide awareness and adoption of Workforce Platforms and Services
• Maintain a current, broad understanding of the technologies, industry trends and best practices related to the services offered by the department
• Maintain a current understanding of the technologies and strategic direction within the larger Workforce Enablement community.
• Collaborate with leadership, Service Managers and Cost Recovery team to track and maintain the Total Cost of Ownership (TCO) for each platform/service to ensure full cost recovery
• Assist leadership in defining chargeback models for all platforms and services and communicating chargebacks to Finance and Cost Recovery teams
• Lead monthly departmental allocation exercise, gathering data from Service Managers, updating allocation worksheet and submitting the report to Cost Recovery
• Contribute to the Annual Operating Plan budget exercise
• 5+ years in IT management or administration role
• 5+ years working in an enterprise shared services environment
• 5+ years working in a service delivery environment
• Proficiency with Microsoft Office especially Word, Excel and PowerPoint
• Strong working knowledge of O365 products and collaboration tools such as SharePoint Online and Teams
• Demonstrated ability in successfully developing and implementing process improvement standards and practices for an IT service delivery organization
• Familiarity with running a cost center from a financial perspective
• Familiarity with financial systems and software
• Experience with the management of high value and/or complex IT outsourcing contracts
• Vendor management experience
• Pro-active self-starter with high level of initiative; strong sense of ownership and urgency
• Strong facilitation, organizational and prioritization skills
• Ability to compile complex, detailed data into a presentation format and communicate with confidence and clarity at all levels of the organization
• Ability to work both autonomously and in a team environment
• Fast learner with great attention to detail
• Must be able to adapt to rapidly shifting priorities in fast-paced environment
• Strong interpersonal, analytical, problem solving, negotiating, and influencing skills
• Demonstrated ability to work with a wide array of technical and managerial personnel to solve complex problems
• Advanced to expert understanding of an enterprise shared services environment
• Strong understanding of business finance including cost allocation, budget planning and forecasting, reporting, identifying and articulating causes of change
• Experience in a complex, large-company environment
• Ability to effectively communicate across all levels of the organization including technical and non-technical people and internal and external audiences including high-level executives
• 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
• Disney work experience
• Broad understanding of Workforce Enablement technologies and services
• Experience in consulting or outsourced environment
• Experience with enterprise technology service design and management
• Experience in entertainment, hospitality, theme park, cruise line industries
• Experience with program/project management in an enterprise IT setting
• Familiarity with financial systems such as ComSci and Adaptive
• Familiarity with CA Clarity for project tracking
• Familiarity with SAP regarding purchasing and project reporting
• Familiarity ServiceNow for application management
• ITIL certification
• Business Administration or Operations certification
• Program management certification
• Bachelor’s Degree or relevant work experience

The Walt Disney Company (TWDC) 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.
Enterprise Technology is responsible for technology strategy and management, central engineering, architecture, IT and technical operations for TWDC. In addition to supporting the digital products of the company, Enterprise Tech also provides back-of-house services for the company, from the network layer on up. This includes providing a comprehensive set of technologies (Workforce Enablement) to support the day-to-day productivity and collaboration of the workforce.
Workforce Platforms and Services, a subset of Workforce Enablement, designs, builds and operates applications on a number of technology platforms in the content and productivity space. These platforms are enterprise-level shared environments upon which solutions are designed and built to fit specific business needs. WPS develops, hosts and supports these solutions as well as providing governance and support for clients that build their own solutions on our platforms. These solutions support highly complex and critical business operations and as such require a high level of uptime and care.
Required Education :

• Bachelor’s Degree or relevant work experience

Preferred Education :

• 5+ years in IT management or administration role
• 5+ years working in an enterprise shared services environment
• 5+ years working in a service delivery environment
• Proficiency with Microsoft Office especially Word, Excel and PowerPoint
• Strong working knowledge of O365 products and collaboration tools such as SharePoint Online and Teams
• Demonstrated ability in successfully developing and implementing process improvement standards and practices for an IT service delivery organization
• Familiarity with running a cost center from a financial perspective
• Familiarity with financial systems and software
• Experience with the management of high value and/or complex IT outsourcing contracts
• Vendor management experience
• Pro-active self-starter with high level of initiative; strong sense of ownership and urgency
• Strong facilitation, organizational and prioritization skills
• Ability to compile complex, detailed data into a presentation format and communicate with confidence and clarity at all levels of the organization
• Ability to work both autonomously and in a team environment
• Fast learner with great attention to detail
• Must be able to adapt to rapidly shifting priorities in fast-paced environment
• Strong interpersonal, analytical, problem solving, negotiating, and influencing skills
• Demonstrated ability to work with a wide array of technical and managerial personnel to solve complex problems
• Advanced to expert understanding of an enterprise shared services environment
• Strong understanding of business finance including cost allocation, budget planning and forecasting, reporting, identifying and articulating causes of change
• Experience in a complex, large-company environment
• Ability to effectively communicate across all levels of the organization including technical and non-technical people and internal and external audiences including high-level executives
• 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

Company Overview :
English