At Disney, we’re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.
The Enterprise Technology Digital Experience organization is seeking a Lead Service Manager that will drive process transformation and full lifecycle management of Enterprise Content Management & Productivity solutions at Disney. This passionate leader is fueled by curiosity, energized by relationships, and motivated to shape future practices and drive continuous improvement that matters in the daily usage of the portfolio.
Responsibilities :
Who you are
You have outstanding social skills, are an analytical thinker, and are great at navigating broad-reaching and complex issues. You have experience working with a growing and agile team and you thrive in a fast-paced, matrix environment. You love building relationships with customers, business partners, software architects, and IT team members alike. A forward thinker, you care about empowering creative and technical businesses at scale, building secure solutions, continually improving a great user experience, and have an excellent background in delivering on projects and complex tasks with others.
What you will be doing
In this role, you will be a Lead Service Manager for our Productivity and Content offerings:

• Drives competitive advantage and operational excellence by enabling the digital employee in their day to day work through efficient delivery and integration of common, secure platforms, products and devices supporting responsible and efficient collaboration and communication

• Administers, leads, optimizes and operationalizes activities and procedures supporting the day-to-day work necessary for supporting our Content and Productivity service and workspaces across Disney, and designing and fulfilling automation to support the platform and its customers
• Initiates and executes operational readiness and service transition activities, ensuring Service Operations, Knowledge Management, Continuous Improvement, Service Level & Availability Management governance
• Creates and owns a clear understanding of the program’s vision, objectives, scale and scope of work, expected outcomes, business value and impact, timelines, roadmaps
• Prioritizes and leads with practicality and wisdom in the midst of competing priorities and diverse personalities. Operates as an independent and dynamic program leader. Highly adept at influencing without direct authority
• Utilizes highly developed communication skills to facilitate project and service-related conversations and presentations with technology senior leaders/managers/directors and peers; driving tasks and objectives to completion across multiple supporting teams

Basic Qualifications :

• 4+ years of experience in IT Operations, Service Management or IT Support in an enterprise environment
• 2+ years of experience in team lead or supervisory roles
• Proficiency and deep awareness of collaboration platforms and tools space (Atlassian Suite, Wordpress, Slack, Box, Smartsheet, O365) - You consider yourself a champion / expert-level user of 2 or more of these tools
• Experience overseeing the product or service management of enterprise platforms, leading vendors and consultants, support management and issue tracking
• Experience with solution design, user experience, customer success, internal communications
• Advanced problem solving, decision making and business analysis skills

Preferred Qualifications:
• 6+ years of experience in Service Management, Client Engagement or IT Support in an enterprise environment
• 3+ years of experience in Software Development or Site Reliability Engineering
• 3+ years of experience in team lead or managerial roles
• Experience administering and using enterprise SaaS collaboration and communication platforms and products (Atlassian, Wordpress sites, Slack, Box Office 365, Salesforce, GitHub Enterprise) and can quickly learn to integrate new products and platforms
• Advanced service management process knowledge, product management, project management skills and experience
• Experience deploying solutions and provisioning environments with Public Cloud Providers including AWS, Azure, and Google Cloud
• Experience with implementing and integration eDiscovery and SaaS tools with collaboration platforms and products
• ITIL Certification
• Project Management Certification (PMP, CAPM, Certified Scrum Master, Certified Scrum Product Owner)
Required Education :
Bachelor’s Degree or equivalent job experience
Bachelor’s Degree in Computer Science, Information Systems, or other technical program or its equivalent
Preferred Education :
BA/BS in Computer Science, Information Systems or Business Administration desired
Additional Information :
Location: Orlando, FL; Seattle, WA; Burbank, CA
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