Senior Service Delivery Management Specialist

“We Power the Magic!” That’s our motto at Disney Experiences. Our team creates world-class immersive digital experiences for the Company’s premier vacation brands including Disney’s Parks & Resorts worldwide, Disney Cruise Line, Aulani, A Disney Resort & Spa, and Disney Vacation Club. We are responsible for the end-to-end digital and physical Guest experience for all technology & digital-led initiatives across the Attractions & Entertainment, Food & Beverage, Resorts & Transportation and Merchandise lines of business as well as other initiatives including MyDisneyExperience and Hey, Disney! We are currently looking for a Service Delivery Management Specialist, responsible for the delivery of a particular service within agreed service levels. The Service Delivery Management Specialist works with the business to agree on the service(s) required, and works closely with the IT service provider ( internal or external) to ensure adherence to appropriate service level agreements in place. The Service Delivery Management specialist reviews status updates, performance reports, and action plans for the particular service, ensuring that the service team has clear goals to meet the needs and requirements of business customers. The Service Delivery Management Specialist also raises issues as necessary, reviews service outages, and monitors issues and outages to resolution, escalating if necessary. Primary Responsibilities:

• Ensures delivery of a particular services (internal or external) within agreed service levels.
• Actively works with business and IT service provider to agree on required services.
• Acts as primary customer contact for all service-related inquiries and issues.
• Sets strategies for service delivery that support the strategic needs of the organization.
• Creates relevant service-level agreements and, where needed, operational-level
• agreements, ensuring all aspects of service design are considered.
• Monitors and ensures adherence to SLAs appropriate to service.
• Regularly reviews project/service status, performance reports, and action plans.
• Collects and reviews data, statistics, and reports for effective service performance
• monitoring.
• Supports the development and updating of technical documentation if/when new services are released into production.
• Reviews service outages and brings issues to the table for resolution.
• Works with service provider(s) to monitor outages, incidents, and/or problems to resolution, and escalates issues when appropriate.
• Ensures appropriate IT service improvement plans are put in place, initiated, and managed to drive continual improvement.
• Identifies actions to maintain or improve levels of service to meet or exceed agreed SLAs.
• Supports creation of service reporting on KPIs.
• Oversees the quality and appropriateness of the work performed as part of the service to ensure it delivers measurable, desired benefits to the business.
• Works to remove boundaries and impediments to facilitate successful service delivery.

Required skills and education:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration or similar field or related work experience.
• 5+ years of relevant work experience.
• Basic knowledge of system management platforms, service management, and

Nice to have:

• ITIL v3 Certification.

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