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Sr Service Delivery Management Specialist

Apply NowApply Later Job ID 980017BR Location Orlando, Florida, United States / Lake Buena Vista, Florida, United States Business Disney Parks, Experiences and Products Date posted May 19, 2022 Flex Type Hybrid

- This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.

Job Summary:

The Senior Service Delivery Management Specialist is responsible for supporting development/sustainment studios with incident, service, problem, change, and configuration management of applications and services. This role also acts as Primary point of contact and responsible for maintaining relationship with business partners and vendor sustainment team to ensure applications meet the needs of the business. As a senior service delivery management specialist, owns and updates the key asset/configuration information’s of the various business applications (BAPP) and services. Key responsibility of the role is to coordinate with development, DevOps, sustainment, and security & compliance teams to remediate and fix the security findings. Develop KPI's and dashboards and provide regular report outs to executive leadership

Responsibilities:

  • Incident Management:
    • Individual service: Monitor service availability & application OLA/SLA’s
    • Oversee restoration of service once failure area is determined
    • Oversee service restoration validation
    • Oversee with Sustainment team appropriate information contribution to Service Now “IM” data
    • Provide timely communication of Incident status to appropriate stakeholders
  • Problem Management:
    • Appropriate record assignment & updates based off Incident failure & updates throughout the Problem lifecycle tracking progress
    • Ownership when failure is not clear (i.e. Network, Infrastructure, Interface)
    • Maintenance of Problem Backlog, specifically P1/2 for appropriate Problem Velocity
    • Expedite RCA and solution when necessary
    • Ownership of problem moving to VersionOne or Jira
    • Provide timely communication of Problem status to appropriate stakeholders
  • Change Management:
    • Review Change Requests for adherence to change processes
    • Minimization of non-standard changes (i.e. Emergency, Expedited, CAB ByPass)
    • Awareness & focal improvement of change failures
    • Can act as representative on CAB but may need a lead to assist with technical details
    • Annual, Bi-annual, quarterly reviews, requests for evidence from auditors
    • Monitor Tripwire for compliance applications
  • Configuration Management:
    • Responsible that Configuration Item (CI) data is entered in Service Now as correct & current
    • Appropriate criticality, tier & compliance flags
    • Service groups updated, correct contact information & on-call schedule
    • Review, approve, and work on RITMs for various needs - system/infrastructure design/engineering, security & compliance teams to complete security assessments etc
  • Relationship Management
    • Primary point of contact and responsible for maintaining relationship with business partners and vendor sustainment team to ensure applications meet the needs of the business
      • Review enhancement requests and prioritize accordingly
      • Discuss future needs
    • Work with Managed Services vendor team to prioritize application support activities
    • Work with Managed Services vendor team with regards to metrics to ensure SLAs are consistently met
    • Work with Managed Services (Irma’s team) to ensure SLAs are met
    • Participate in ongoing status and review meetings with Business partners, Vendor Mgmt. and Vendor team
    • Identify process improvements
    • Setup and attend KT sessions
  • Security and Compliance
    • Act as the primary representative in security meetings
    • Oversee Delivery of Quarterly reviews
    • Coordination of pen testing and remediation of issues found
    • Oversee PCI assessment deliverables as applicable
  • Release Automation Workflow enhancement:
    • Coordinate weekly release cadence meetings across the portfolio to streamline the release pipeline
    • Coordinate the daily standup and report risks/challenges with ongoing release automation process using tools
    • Guidance to the release admin team to identify further automation opportunities and drive the roll out of such features to increase efficiencies

Basic Qualifications:


The successful candidate requires technical knowledge and skills that are broad and deep, covering various hardware, software, and platforms. The candidate must be comfortable operating in complex heterogeneous technology environments, and have experience with highly integrated and mission critical solutions. They must possess the ability to share and communicate ideas clearly, both orally and in writing, to business sponsors and partners, technical resources, and executives, in clear concise language that is the effective for each respective group.

Required Education

  • Three to five years’ of service delivery management specialist experience
  • Proficiency in ITSM tools like ServiceNow, Agile project management tools like myJira, VOne etc
  • Proficiency in office tools, can prepare reports and present to leadership teams
  • Experience in delegation management.
  • Proficiency in establishing change & release management.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to establish and maintain effective working relationships with other Information Technology departments and operational customers and/or departments.
  • Proficiency in operational project management skills.
  • Ability to elicit cooperation from senior management and other departments.
  • Experience in synthesizing complex or diverse project data and/or information

Preferred Education

  • Bachelor's degree in Computer Science, Engineering, or equivalent work related experience

About Disney Parks, Experiences and Products:

The Disney Parks, Experiences and Products segment includes Disney’s iconic travel and leisure businesses, which include six resort destinations in the United States, Europe and Asia, a top-rated cruise line, a popular vacation ownership program, and an award-winning guided family adventure business. Disney’s global consumer products operations include the world’s leading licensing business across toys, apparel, home goods, digital games and apps; the world’s largest children’s publisher; Disney store locations around the world; and the shopDisney e-commerce platform.

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 Parks Technology Services Co., LLC, which is part of a business we call Disney Parks, Experiences and Products.

Disney Parks Technology Services Co., LLC 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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