Manager, Service Delivery

BUILD SOMETHING BIGGER THAN YOURSELF 

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: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. 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.

How you will contribute to our magical experience?: 

The Manager, Service Delivery will be responsible for overseeing the delivery of IT services across the region, including Argentina, Brazil, Mexico and Miami. This role involves managing capital expenses, budgets, forecasts and actuals interacting with the Procurement and Payment teams, overseeing the outsourced support team and executive support services, and maintaining key systems such as Video Conference, Large Webinars Broadcast and Active Directory. The Manager will also be the point of contact for all service delivery-related matters in the region.

The Manager, Service Delivery will be responsible for: 

• Participation with physical presence in C-Level executives meetings taking place mostly in Pilar building and in outside locations.
• Coordination of previous tests with assistants and responsibles for meetings with the objective of deliver high quality presentations that may include PowerPoint and/or Keynotes, videos playback from PC and/or Mac, coordination with cinema projection team to play trailers or reels, ensure high quality audio performance to speakers, coordinate with third party A/V providers when needed, prepare digital output to Zoom/Teams webinars and manage as moderator, provide support to executives who need to use Disney Connected Spaces through Cisco and Teams Meeting Room platforms.
• Ability to prioritize and manage deliverables in high profile, time sensitive / high pressure situations while maintaining professionalism.
• Monitoring of delivery of services, and proactively communication of issues to executive customers, and providing alternate solutions as required.
• Coordination and communication of support problems across multiple vendors and suppliers for key executive impacting issues.
• Ensuring that the escalation of service issues are handled appropriately.
• Implementing and managing of continuous improvement activities to better enable solutions for incoming events.
• Adhesion to company policies, procedures and standards.
• Creation and maintaining system and support documentation as required in knowledge base.
• Must have functional knowledge of Video Conferencing and A/V technologies as it exists in an enterprise environment.
• Provision of home IT support and solutions for defined executive customers who need to connect remotely.
• Provition of after-hours support for IT projects, special events.
• Must maintain ability to analyze complex business/technical data and develop innovative solutions.
• Becoming the main point of contact between local vendors in Argentina and LTAM (Enterprise Technology, Finance, Taxes and Payment departments) and answering the many questions that arise from day-to-day operation, being able to respond with the status of every order.
• Preparing and consolidating the AOP.
• Controlling mobile expenses for all telephone lines in Argentina distributed in 3 legal entities and in 3 different carriers, keeping track of devices purchasing and replacements.
• Following up the capex project expenses for LTAM region.

What we need from you to be part of this story:

• 5+ years of experience in corporate environments, providing IT support and managing user assistance, ideally including executive-level audiences.
• Degree in Systems Engineering, Information Technology, or related technical careers.
• Advanced level in English.
• Experience with Microsoft environments, including Windows OS, Teams, and the Office Suite.
• Experience with Apple/macOS systems.
• Experience with Active Directory.
• Experience with video conferencing platforms (Cisco Webex, Microsoft Teams, Zoom).
• Experience coordinating digital events and webinars, ensuring A/V quality and platform integration.
• Experience coordinating with external vendors and regional teams (LATAM), with strong cross-cultural communication.
• Experience managing CAPEX projects, budgets, forecasts, and actuals, working alongside Finance, Procurement, and Payment teams.
• Excellent customer service orientation, communication, and interpersonal skills.
• Problem-solving mindset with the ability to handle service escalations and propose alternative solutions.
• Comfortable working in high-pressure environments, especially when supporting executive stakeholders.

Additional Information: 

At Disney, we believe it takes great people to create the memorable experiences, products and services our consumers know and love. We are a team of storytellers and hire under equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability and gender identity. We foster a corporate culture of belonging and inclusiveness, which empowers our staff and company to thrive. At Disney, everyone has the opportunity to speak up and participate, grow and share ideas.

“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” Walt Disney