Service Delivery Manager (m/f/d)

Disney Parks and Resorts; München; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A global entertainment leader in Munich is seeking a Service Delivery Manager to lead local IT service management and operations. The role requires strong enterprise technology knowledge and proven ITIL experience, along with excellent German language skills. The successful candidate will collaborate with local stakeholders and manage IT assets and suppliers to ensure high-quality technology solutions. This position offers a hybrid working environment.

Qualifikationen

• German language skills are essential.
• Strong knowledge of enterprise technology and ability to deliver business outcomes with speed.
• Proven experience in ITIL practices (Incident, Problem & Change Management).

Aufgaben

• Lead local IT service management and operations.
• Act as the primary contact for IT decisions and escalations.
• Ensure adherence to IT service policies and propose improvements.

Kenntnisse

German language skills

Knowledge of enterprise technology

ITIL practices expertise

Building executive-level relationships

Delivering technical roadmaps

Collaborative and proactive

Tools

Office 365

Smartsheet

ServiceNow

Jobbeschreibung

Job Summary:

About the Role & Team

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 enhance these exciting experiences.

The Enterprise Technology 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 enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

This role is part of the Service Delivery Group (EDG) organization. Our mission is to provide business technology solutions for the enterprise that empower growth, and enhance value across brands, geographies and organizations.

You will be required to work from the office 4 days per week. Your fifth day can be used to work from home.

What You Will Do

As Service Delivery Manager, you'll lead local IT service management and operations across multiple office locations, acting as the primary contact for IT decisions and escalations. You'll deliver hands‑on support, manage third‑party service providers, and ensure high‑quality service aligned with Enterprise Technology standards. You'll collaborate with internal teams and local stakeholders to drive service excellence, lead local technology projects, and champion platforms like Office 365, Smartsheet, and ServiceNow. You'll also oversee IT assets, budgets, InfoSec compliance, and support change management and training initiatives.

• Lead local IT service management and operations across multiple office locations.
• Act as the primary contact for IT‑related decisions and escalations in territory.
• Oversee third‑party service delivery and manage local supplier relationships.
• Ensure adherence to IT service policies, procedures, and KPIs, proposing improvements where needed.
• Champion Enterprise Technology platforms (e.g. Office 365, Smartsheet, ServiceNow), guiding and educating users.
• Collaborate with local stakeholders (Facilities, HR, Leadership) to deliver high‑quality IT support and project execution.
• Manage and resolve IT operational issues, ensuring compliance with InfoSec, audit, and regulatory requirements.
• Lead local technology projects and drive service improvements.
• Maintain accurate records of IT assets, software licensing, and service delivery budgets.
• Communicate effectively with stakeholders on incidents, releases, and service updates.
• Promote automation, self‑service, and best practices to enhance productivity.

Required Qualifications and Skills

• German language skills are essential
• Strong knowledge of enterprise technology and ability to deliver business outcomes with speed.
• Proven experience in ITIL practices (Incident, Problem & Change Management).
• Skilled at building executive‑level relationships and influencing across a matrixed organisation.
• Track record of delivering technical roadmaps and leading business technology transformation.
• Collaborative, proactive, and able to navigate complex environments to drive results.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company's powerful brands come together to create the most innovative, far‑reaching and admired entertainment company in the world. As a member of a corporate team, you'll work with world‑class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

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 that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. 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 The Walt Disney Company Germany GmbH, which is part of a business we call The Walt Disney Company (Corporate).