Technical Account Manager

To lead the Walt Disney Technology team and run projects throughout lifecycle, providing direction to internal teams and external partners, gathering requirements from project team members, and driving from discovery, through development to solution delivery.

Handle systems and services between the UK office, Disney central call centre in Florida, technology partners and system suppliers. Ensure effective delivery of product and pricing, daily systems stability, scheduled maintenance, API upgrades, ongoing bug fixes and quality assurance.

Act as technology account manager for second-party Disney and third-party transport supplier API integrations, including ongoing sustainment, system evolutions, and technology feedback on future requirements.

Assist UK Disney parks team members in the technical delivery of key business initiatives, based on the highest priority needs.

Areas of Responsibility

• Lead technology team, ensuring all projects are delivered to schedule and within budget, and providing direction in PI planning workshops/sprints


• Support Senior Manager - Ecommerce, Technology & Digital Production in management of UK reservations system, database and e-commerce platform ensuring third-party APIs are integrated to meet vital business requirements whilst aligning with security standards


• Supervise day-to-day account management of the internal/external system providers who integrate with The Walt Disney Technology team reservations and back-office systems


• Lead The Walt Disney Technology team projects, gaining requirements from business collaborators and running business analysis to craft solution design, including leading all aspects of creation of functional specifications


• Work closely with finance on cost and billing


• Coordinate the technical release process, from testing into production


• Support in shaping of DDI Digital Strategic Roadmap


Training and Professional Development


• Operate with integrity, champion change and be a good ambassador for DDI and the wider Walt Disney Company


• Operate as part of an effective team, demonstrating an awareness of others, offering support, sharing best-practice processes, and giving to the overall achievement of departmental commitments


• Take ownership of your professional development through regular career conversations with your line manager and utilising available resources such as D Learn, instructor led courses and on the job learning


• Proactively suggest ways to improve departmental performance and processes


• Build links with other The Walt Disney Company functions to develop broader knowledge of the business


• Promote and maintain an inclusive environment, championing diversity and inclusion and make use of available resources to extend knowledge and best-practice


• Lead the training and development of all direct reports ensuring commitments are set, regularly reviewed and feedback given using The Walt Disney Company philosophy, where applicable


• Supply to maintaining and improving the standard of training and development being given and encouraging participation so that everyone has the tools and resources to do their role effectively and efficiently


Areas of Accountability


• Accountable to the Senior Manager, Ecommerce & Digital


• Accountable for effective management of team


• Providing technical support to multiple partners in the Walt Disney Technical team ensuring they deliver projects


• Encouraging and maintaining positive relationships and collaborating across departments internally and externally


• Accountable for delivering against annually agreed performance commitments


• Meeting product and commercial requirements whilst aligning with internal security standards


• Accountable for leading both internal and external key partners/collaborators and running system performance and enhancements, Flexibility for occasional travel, and flexible hours may be required to meet business needs


• Contribution to ad-hoc projects as the business required
  
  Degree level education or equivalent experience in a related field with a background in business analysis and technical/systems support within travel industry, preferable


• UK travel confirmed experience, preferred, with in-depth knowledge of travel industry reservation systems


• Account management experience, including management of 2nd and 3rd party suppliers


• Project management experience and experience in running technology teams


• Shown experience within a commercial or product management role in an online travel or online retail environment


• Experience operating within a similar role within a large, matrix organisation, preferable


• Experience with issue-tracking tools (e.g. JIRA), preferred, Technical understanding of travel reservations systems as well as project management systems i.e. JIRA


• Strong communication at all levels both verbal and written


• Exceptional organisation and time management with strong attention to detail


• Analytical and strategic, with strong ability to problem-solve


• Excellent partner and relationship leadership skills, including important negotiation and influencing skills


• Ability to follow through accurately from development to implementation


• Proficient with PowerPoint, Excel, Word and Outlook


• Brand knowledge of Disney and product knowledge of DDI brands, beneficial


• Cultural sensitivity
  
  The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to age, race, colour, religion or belief, sex, nationality, ethnic or national origin, sexual orientation, gender reassignment, marital or civil partner status, disability or pregnancy or maternity. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.