Senior Service Delivery Analyst

Job ID 10138676 Location Shanghai, Mainland China Business The Walt Disney Company (Corporate) Date posted Jan. 14, 2026

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Job Summary:

Wherever you are in the amazing world of Disney, you are contributing to the stories of our iconic brands, recognized by audiences everywhere for entertainment, information and inspiration. Innovation, imagination and inclusion are at the core of Disney, defining the experience that we deliver as well as providing the foundation of our success. The scope of our business, combined with global growth and collaboration, results in an inclusive employee experience characterized by continuous learning, development and achievement.

Overall Purpose of the Role

This is an IT service delivery team lead position focusing on delivering IT related support to our clients across all lines of businesses in Greater China. The incumbent will assist the Senior Service Delivery Manager in managing and working with outsourced local -end user support analyst and second level client support combined with internal IT project management and implementation. The incumbent is expected to work with cross functional / regional IT teams, including Business IT, -Enterprise Business Systems IT, Enterprise Infrastructure Shared Services, and Service Delivery Groups throughout Asia Pacific and other international regions.

Job Responsibilities

Work with Senior Service Delivery manager, provide customer focused and responsive IT support to all Lines of Business in Greater China with main focus in shared IT services and platforms.
Coordinate, manage, deliver and support the technological needs and expectations from various IT teams and their businesses.
Provide technical guidance, including the necessary decisions making to local end user analyst on daily IT operations.
Work with greater Enterprise Technology IT team on the testing and implementation of regional and international initiatives.
Work with outsourcer company and jointly manage local end user analyst on performance management as well as skills and IT knowledge development
Submit weekly report for Greater China and attend regional meetings as necessary.
Assist in IT purchasing processes when required.
Work closely with business stakeholders to align, fill the gap between their expectation and global IT policies without raising a conflict.

Requirement

Education

Degree in STEM preferred or equivalent qualification.

Experience

Minimum of 3-5 years of working in desktop support or relevant IT field.
2+ years in a team lead role and familiar with all aspects of helpdesk operations based on ITIL escalation methodology.
Well versed in Windows client/server environment, Windows Active Directory, Exchange, MS Office (+O365) and knowledge of cloud based technologies.
Good working knowledge in Apple environment, operation, provisioning, etc.
Broader knowledge/experience in IT industry, key suppliers and equipment is preferred.
Worked and familiarized in process/policy based operations.
Basic knowledge and exposure to modern design TCI/IP based network is a plus.

Professional Qualification/Certification

Foundation Certificate in IT Service Management (ITIL).
Microsoft Certified Professional (MCP) in any of Windows OS is preferred.

Language Skill

Excellent verbal and written communication skills in English and mandarin.

Attributes

Excellent planning, organizing, and leadership/supervisory skills
Strong collaborative skills
Methodical, disciplined approach
Business acumen
Aptitude for technology
Analytical skills
Committed to service excellence and continuous improvement
Excellent interpersonal skills
Highly developed and flexible communication skills
Embraces and seeks out change
Cultural sensitivity

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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 TWDC (China) Ltd., which is part of a business we call The Walt Disney Company (Corporate).

It is the policy of the Company to provide equal opportunity for all employees and applicants for employment without regard to race, religion, color, sex, family status, sexual orientation, national origin, age, marital status, covered veteran status, mental or physical disability, pregnancy, nationality/ethnicity, migrant worker status, carrier of infectious diseases status, or any other category of persons to the extent provided by law. This policy extends, but is not limited, to recruitment and employment, promotion, demotion, transfer, layoff, termination, rate of pay, and other forms of compensation, education, and training.

BENEFITS AND PERKS

Because our employees are at the heart of everything we do, Disney offers a competitive total rewards package that includes pay, flexible work arrangements, time-off programs, medical benefits plan, theme park admission and more.

Benefits and eligibility may vary by business and location.

WELLNESS SPENDING ACCOUNT
We offer on-site fitness classes in addition to a variety of health and wellness programs and seminars.
PAID TIME OFF AND LEAVES
Vacation and sick leave are available for full time positions. Vacation and personal holidays are accrued based on length of service, position, and hours worked.
DISNEY PARK ADMISSIONS
Complimentary theme park admission for full-time and part-time positions after two weeks of employment
DISNEY CHINA-PROVIDED MEDICAL & RISK INSURED BENEFIT PLAN
Affordable Health Insurance options, such as medical, dental, and vision coverage, may be available for full time employees.
DISNEY EXPERIENCES & DISCOUNTS
Discounts are available at select hotels, dining, merchandise and recreation locations.

"The era we are living in today is a dream coming true."

Walt Disney

Hiring Process

Where Does Your Story Begin?

Explore Disney Careers and the Life at Disney blog to learn about all the amazing opportunities waiting to be discovered at The Walt Disney Company.
Be Part of the Story

There are many different brands and businesses to explore. Once you've found the opportunity that is right for you, take the next step by completing your application.
The Next Chapter

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