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Service Availability Support Manager

Celebration, FL - US

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Job ID 763847BR Location Celebration, Florida, United States Business The Walt Disney Company (Corporate) Date posted Aug. 06, 2020

Job Summary:

Client Services Operations (CSO) is part of the Client Technology Operations (CTO) group within IOSD. The CSO organization provides support delivery and technology services oversight for Workforce Technologies leveraged by cast members across The Walt Disney Company


  • Provides leadership and direction for the Global Disney Service Desk function by providing a broad technology perspective, process and procedural guidance, and compliance adherence with a strong emphasis on agile and precise execution
  • Domain expert in the disciplines of business process, service delivery, incident management, knowledge management and service desk operations
  • Manage the relationship and performance of the suppliers that provide services within this area of responsibility, focusing on creating an effective partnership that results in a ‘best in class’ support experience for customer’s world-wide
  • Maintains strong relationships with all Segment/Business Units as well as other Enterprise Technology teams in defining Client Service Operations delivery mechanisms, meeting service level requirements and resolving service operations issues that arise
  • Effectively builds and maintains relationships with, vendors, OEMs and other third parties to ensure consistent and effective delivery of technology support across the team

  • Responsible for operational processes for Service Desk Operations, User ID administration, Incident and Knowledge Management – ensures that measurements and KPIs are in place for all offerings
  • Responsible for the portion of the Operational Readiness process that defines what the Service Desk needs to successfully define, and insure needed artifacts and processes to support a new or enhanced technology service are created
  • Champions current and emerging perspectives on methods, processes and tools that enable a consistent and measurable, yet continuously improving, Service Desk experience; this includes proper triage of events, fast time to engagement, consistently improving times to resolution, and best practices around request fulfillment
  • Responsible for driving the creation and evolution of service desk practices and processes – ensure that the processes remain consistent with the goals of ‘best in class’ availability and response
  • Responsible for the oversight and validation of our supplier’s performance against the contractual Service Targets on a daily, weekly and monthly basis, and to propose new measurements as needed to mature and continuously improve the delivery of support; provide direct leadership for 3-5 geographically dispersed individual contributors
  • Provide situational leadership for 7-15 technical resources during execution of job duties
  • Builds high performance managerial and technical teams that are flexible to a changing business climate while enabling the necessary change to continually meet or exceed client’s expectations
  • Demonstrates domain knowledge in the disciplines of Help desk, incident management, Knowledge management, SLA management and supplier management
  • Maintains targeted relationships with key Segment/Business Units and other Enterprise IT teams in executing IT enterprise service delivery mechanisms, meeting service level requirements and resolving service delivery issues across services within the operations portfolio
  • Effectively engages in relationships with suppliers, vendors, OEMs and other third parties to ensure consistent and effective execution of services across DTSS
  • Negotiator with ability to compromise with peers, management and segment partners
  • Influences plans, methods and policies for own work and lead other team members on complex assignments

Service Management Focus
  • Accountable for the performance and availability of Core Services; ensuring that all existing services are delivered within SLAs/OLAs agreed on with the business
  • Manage the suppliers’ performance against Service Levels and lead internal and external organizations to implement the appropriate corrective actions when Service Levels are not met or in danger of not being met; accountable for the communication back to the business and IT leadership for all corrective actions

Basic Qualifications:

  • 7 years’ experience supporting Enterprise IT Services
  • 3-5 years’ experience managing an Enterprise Contact Center system/platform utilizing multiple contact methods
  • 5 years in leadership role within an IT shared services organization
  • 3-5 years’ experience working within an ITIL framework or Six Sigma organization
  • 3-5 years of people management experience
  • Demonstrated proactive problem-solving and decision making skills
  • Proficient in Microsoft O365 suite
  • Experience with ServiceNow, Slack, Teams

Preferred Qualifications:

  • Experience with Avaya Contact Center solutions, Cloud based Contact Center solutions
  • ITIL Foundations
  • HDI Support Center Manager

Required Education

Bachelor’s Degree in an Engineering, Technology or Business area or equivalent work experience

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 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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