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IT Service Manager - Identity & Access

Celebration, Florida, United States; Burbank, California, United States

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Job ID 898950BR Location Celebration, Florida, United States; Burbank, California, United States Business The Walt Disney Company (Corporate) Date posted Dec. 10, 2021

Job Summary:

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company 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.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. The Enterprise Technology organization drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

This role is part of the Core Systems and Platforms organization at Disney. We drive innovative, strategic, and technology focused digital solutions and design thinking to enhance the global workforce’s productivity and enable future capabilities through simplification and adoption of technology tools and automation.

We are seeking an IT Service Manager for Enterprise Identity and Access Management services at Disney. You will be part of a cross-functional organization (Engineering, Product/Strategy, Architecture, and Service) responsible for growing and evolving the IAM services and supporting integration within our businesses and corporate functions. Our teams are located in Orlando FL, Burbank CA, and Seattle WA - and will consider either of these locations for this role.


Who you are:

You have outstanding social skills, are an analytical thinker, and are great at navigating complex issues. You have experience working with a growing and agile team and you thrive in a fast-paced environment. You love building relationships with customers, business partners, software engineers, and IT team members alike. You are passionate about empowering creative and technical businesses at scale, building secure solutions, providing 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 an IT Service Manager for our Identity and Access Management services:

  • Driving change enablement and evolution with the service offerings – defining roadmaps, evolving service offerings, and rationalizing and consolidating legacy offerings to support an awesome and secure experience for our workforce

  • Partnering closely with service owners, software engineers, and platform engineers on implementation of strategic enhancements and evolution to our environment at Disney

  • Providing governance over the environment (integrations, security policies) and interfacing regularly with stakeholders in support of this effort

  • Gather requirements for business processes and determine ways to optimize/improve how they’re using IAM services

  • Developing and reporting on SLA metrics and KPIs for services

  • Stay current on developments within the IAM space and provide recommendations on ways to automate, improve user experience, and deliver our services more efficiently.

  • Partnering with IAM team members to identify opportunities for improved user experience, increased agility and availability

  • Act as an escalation point for IAM processes, working with customers and stakeholders to resolve issues and concerns

  • Ensuring Service Operations, Knowledge Management, Continuous Improvement, Service Level & Availability Management are operationalized across the team.

  • Managing financials, renewals, and true-ups with Vendors, Sourcing, and Finance partners

Basic Qualifications:

  • 5+ years of experience in IT Service Management or Product Management in an enterprise environment
  • 3+ years of experience with administering and/or integrating Identity and Access Management services with enterprise applications and platforms

  • Outstanding communication and interpersonal skills

  • Strong customer service, problem solving and teamwork abilities

  • Detail oriented; able to draft, organize, and structure technical playbooks & guidelines for the IT support team to follow in their daily work

  • Advanced service management and project management skills and experience

  • Advanced business analysis skills

Preferred Qualifications:

  • 7+ years of experience in IT Service Management in an enterprise environment
  • 2+ years mentorship, supervisory or management experience

  • Strong and well versed experience with multiple IAM vendor technologies (e.g., Okta, Ping Identity, and Active Directory, etc.

  • Experience with automating IT processes and tasks using: Python, JavaScript, Ruby, or Bash

Required Education


Preferred Education

  • BA/BS in Computer Science, Information Systems or Business Administration desired
  • ITIL Certification

  • Project Management Certification (e.g., PMP, CAPM, Certified Scrum Master, Certified Scrum Product Owner)

Additional Information:


About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

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 Disney Worldwide Services, Inc., which is part of a business segment we call The Walt Disney Company (Corporate).

Disney Worldwide Services, Inc. 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. 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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