Lead Service Delivery Manger

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 improve these exciting experiences.

The Enterprise Technology Telecom 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 improving our consumer experiences, enabling business growth, and advancing operations.

In this role, you will lead the Services & Delivery of various Telecom and infrastructure technologies supporting the hotel and resort infrastructure environments at Disney.

The Lead Service Delivery Manager - Resort Infrastructure will report to the Senior Manager of Telecom Services responsible for infrastructure support of DX and DVC resorts.

Responsibilities:

• Oversees all aspects of a Telecom services for the DX and DVC hotels and ensures the services are delivered within agreed service levels.

• Reviews status updates, performance reports, and action plans, ensuring that the services teams meet the needs and requirements of business customers and leadership.

• Tracks service issues to resolution.

• Work with Resort leadership to drive strategic planning and direction regarding the technologies and infrastructure services managed and maintained by Telecom.

• Oversee and build strategy around the implementation of various platforms and infrastructure products, including custom solutions built by Telecom or its partners

• Facilitate the lifecycle planning of the Resort’s Digital Network Program (RDNP)

• Represent Telecom with Disney Experiences Resorts, Facilities & Asset Management (FAM), and Hotel Engineering Services business units.

• Enhance the strategic partnership between Telecom and Resorts line of business through insights, experience, and relationships.

• Host regular vendor equipment status meetings, track orders, maintain cash flows, and call out equipment challenges needing leadership attention

• Inventory equipment management including installation team assignments, and coordinating the quote/order/arrival process to enable installation partners to complete work on schedule

• Develop integrated technical work plans (tasks, deliverables) with installation partners

• Coordinate work with resort operators and resort leadership as well as FAM, Enterprise & DPEP Technology, Telecom, and other groups/teams as necessary

• Schedule and lead internal team and partner status meetings

• Develop and report SLA metrics and KPIs for services

• Guide teams and partners in driving awareness and adoption of various infrastructure related services

• Help Telecom and Resort leaders in resource planning, budgeting, and financials including annual operating planning, forecasting, contracts, and invoices around the SDM’s area of responsibility

Basic Qualifications:

• 4+ years' leading multiple, concurrent initiatives for diverse partners

• Strong interpersonal, analytical, problem solving, negotiating, and influencing skills

• Demonstrated ability to inspire change, build credibility, influence, and build consensus

• Ability to effectively communicate across all levels of the organization including technical/non-technical and executive audiences

• Demonstrated ability to lead projects, and identify risks related to projects

• Prior experience with technology project planning, implementations, and life-cycle management with strong facilitation, organizational, prioritization, decision making, and conflict resolution skills

• Successful history of client and partner relationships including experience with vetting, selecting, onboarding and leading third-party vendors

• Proven success at directing multiple teams, numerous resources and efforts concurrently to achieve high quality results on time and possess the ability to make decisions and multi-task under pressure within a fast-paced environment

• Self-starter with high level of initiative with a strong sense of ownership and urgency, detail orientated with the ability to focus onto line-item detail for work planning, follow up, equipment management, and interdependencies between work tasks

• Demonstrated strong critical thinking, analytical and problem-solving skills

• Experience with Service Now, MS Project, and other common tracking tools used within IT service management

Preferred Qualifications:

• Significant experience with technology project planning, implementations, and life-cycle management of multi-million; multi-year; highly matrixed efforts

• Management experience within hospitality industry, theme parks or media/entertainment environments

• Demonstrated knowledge and experience with a wide range of Telecom and/or infrastructure technology design concepts and implementations.

• Certified Project Management Professional (PMP) or PM training with 5+ years project management experience

Basic Education:

• Bachelor’s Degree from a 4-year college/university or 10+ years’ work and project experience with Hotel/Resorts or Theme Park environments.

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