Manager, Service Delivery

Manager, Service Delivery – The Walt Disney Company 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. Responsibilities The Manager, Service Delivery will oversee the delivery of IT services across the region, including Argentina, Brazil, Mexico, and Miami. Key duties include: Managing capital expenses, budgets, forecasts, and actuals in coordination with Procurement and Payment teams. Overseeing the outsourced support team and executive support services. Maintaining key systems such as Video Conference, Large Webinars Broadcast, and Active Directory. Acting as the point of contact for all service‑delivery related matters in the region. Participating in C‑Level executive meetings and delivering high‑quality presentations, including PowerPoint, Keynotes, video playback, and A/V coordination with cinema projection teams. Prioritizing and managing deliverables in high‑profile, time‑sensitive, high‑pressure situations while maintaining professionalism. Monitoring delivery of services and proactively communicating issues to executive customers with alternate solutions as required. Coordinating and communicating support problems across multiple vendors and suppliers for key executive‑impacting issues. Ensuring appropriate escalation of service issues. Implementing continuous improvement activities to enable better solutions for incoming events. Adhering to company policies, procedures, and standards. Creating and maintaining system and support documentation as required in the knowledge base. Providing functional knowledge of Video Conferencing and A/V technologies in an enterprise environment. Providing home IT support and solutions for defined executive customers who need to connect remotely. Providing after‑hours support for IT projects and special events. Analyzing complex business/technical data and developing innovative solutions. Serving as the main point of contact between local vendors in Argentina and LTAM (Enterprise Technology, Finance, Taxes and Payment departments) and answering day‑to‑day operational questions. Preparing and consolidating the AOP. Controlling mobile expenses for all telephone lines in Argentina distributed across three legal entities and carriers, and tracking device purchases and replacements. Following up on CAPEX project expenses for the LTAM region. Qualifications 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. #J-18808-Ljbffr