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Service Implementation Manager

Celebration, Florida, United States

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Job ID 916205BR Location Celebration, Florida, United States Business The Walt Disney Company (Corporate) Date posted Jan. 14, 2022

Job Summary:

The Service Implementation Manager is responsible for planning and executing Enterprise and Business driven projects and requests focused on the implementation of new or enhanced Digital Experience Services. They work closely with Service Line Managers, Service Managers, Product Owners, Project Managers and other project stakeholders to ensure the appropriate level of visibility and participation occurs. They act as a business advocate between the DX Service Management teams, Enterprise Infrastructure Services organizations, and Business Units to ensure business requirements and restrictions are understood and business disruption is minimized. They coordinate and facilitate the delivery of Business projects such as Special Events, Moves, and Expansions and provide insight to help tailor services to meet specific Business needs.
The core competencies of this role are:
  • Program & Project Management with an emphasis on:
    • Schedule Management
    • Scope/Change Management
    • Stakeholder Management
  • Business Relationship Management
  • Technical Coordination


Program & Project Management
  • Work with key stakeholders and subject matter experts to create an integrated project plan and charter focused on attaining project goals
  • Provide project cost estimates by obtaining input from subject matter experts
  • Manage all assigned project milestones and deliverables
  • Serve as a point of contact for teams when multiple teams/organizations are assigned to the same project to ensure actions remain in synch
  • Provide status/updates as needed to ensure timely project completion and visibility to risks, issues and successes
  • Perform quality control on the project to maintain standards
  • Adjust schedules and targets on the project as scope, schedule or financing for the project change
  • Make effective decisions when presented with multiple options for how to progress with the project or address project risks/issues
  • Gather lessons learned during implementation/deployment activities to drive continuous improvement
Business Relationship Management
  • Collaborate with Segment/BU POC’s to align DX implementation strategies with Segment requirements and restrictions
  • Ensure impacted Segments/BU’s understand the technology solution being implemented, the timeline for implementation and any business support or resources required to ensure success
  • Gather Segment/BU specific requirements and use case scenarios, address any conflicting requirements and tailor implementations to meet business needs/restrictions
  • Set expectations for implementation/deployment success to achieve the objectives of Segment/BU driven projects
  • Serve as the point of contact for Segment/BU issues and escalations
  • Coordinate with the Customer Success team to implement strategies to increase end-user satisfaction and address risks that could impact adoption
  • Review end-user communication with Segment/BU POC’s prior to distribution
  • Act as an advocate for ongoing process and experience improvements
Technical Coordination
  • Identify and coordinate technical SME’s to support implementations
  • Collect and verify the accuracy of asset information required to confirm project scope and completion
  • Complete implementation/deployment verifications to ensure successful configuration
  • Work with Segment/BU POC’s to identify testers for end-user testing
  • Provide thoughtful recommendations to identify flexible solutions to adapt to different Segment/BU needs
  • Coordinate with Enterprise Technology Operations teams to facilitate the Operational readiness process and obtain confirmation of operational readiness

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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