Service Delivery Manager (m/f/d)

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.