Senior Service Delivery Management Specialist

“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 currently looking for a Service Delivery Management Specialist, responsible for the delivery of a particular service within agreed service levels. The

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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.

• Product knowledge of Inventory and Availability

#DISNEYTECH

#LI-AF2