Director, Global Delivery Centre & IT Service Operations

Director, Global Delivery Centre & IT Service Operations, Latin America

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. From humble beginnings as a cartoon studio in the 1920s to one of the world's most recognized brands, Disney continues to create world-class stories and experiences that inspire audiences across the globe.

With operations in more than 40 countries, our employees and cast members work together to deliver entertainment experiences that are both universally and locally cherished.

About the Role

This role offers a unique opportunity to lead two critical strategic priorities for Enterprise Technology across Latin America.

The Director will lead the Latin America Global Delivery Centre, with Argentina serving as its principal hub, while also serving as the senior regional leader for IT Service Operations. This position is responsible for scaling technology capabilities, building and developing exceptional talent, and ensuring the delivery of reliable, secure, and customer-focused technology services that support Disney's businesses across the region.

Working closely with global and regional leaders, the Director will connect enterprise technology strategy with regional execution, driving operational excellence, workforce growth, innovation, and long-term business value. Success in this role requires balancing the growth of a strategic technology hub with accountability for operational performance, service reliability, customer experience, and technology transformation.

Key Responsibilities

Global Delivery Centre Leadership

• Lead the strategy, operating model, growth, and overall performance of the Latin America Global Delivery Centre.
• Partner with global technology leaders to identify, transition, and scale technology services delivered from Latin America.
• Develop and execute workforce strategies focused on hiring, retention, succession planning, leadership development, skills growth, and career pathways.
• Establish delivery governance, service metrics, capacity planning, quality standards, and continuous improvement practices.
• Foster a culture of inclusion, collaboration, accountability, innovation, and professional development across employees and partner teams.
• Oversee financial performance, resource allocation, investment priorities, and vendor support activities.
• Position the Global Delivery Centre as a strategic technology hub that expands Disney's global capability footprint and strengthens enterprise delivery outcomes.

Regional IT Service Operations Leadership

• Serve as the senior Enterprise Technology service operations leader for Latin America and a strategic technology partner to regional business leaders.
• Lead regional service operations across end-user support, workplace technology, infrastructure operations, network services, collaboration platforms, and service management capabilities.
• Ensure technology services meet performance, availability, security, compliance, and customer experience standards.
• Drive incident management, service recovery, problem management, operational resilience, business continuity planning, disaster recovery readiness, and risk mitigation.
• Develop regional service roadmaps aligned with enterprise standards while supporting local business needs and regulatory requirements.
• Manage third-party service providers and vendors through strong governance, performance management, commercial accountability, and continuous improvement initiatives.

Leadership & Enterprise Partnership

• Lead, coach, and develop diverse teams across direct, matrixed, and partner environments.
• Build trusted relationships with regional executives, global technology leaders, security, finance, legal, sourcing, human resources, and other key stakeholders.
• Use operational, customer, financial, and risk insights to drive decision-making, prioritization, and performance improvement.
• Advance automation, simplification, modernization, observability, self-service, and knowledge-management capabilities.
• Communicate strategy, business value, operational performance, risks, decisions, and investment priorities to executive and operational audiences.

Basic Qualifications

• Significant leadership experience in enterprise technology, technology operations, service delivery, or comparable global delivery environments.
• Proven experience leading large, geographically distributed, and culturally diverse organizations, including leaders, individual contributors, and external partners.
• Demonstrated success balancing strategic transformation initiatives with accountability for critical operational services.
• Strong knowledge of IT Service Management disciplines, including incident, problem, change, service-level, continuity, risk, and supplier management.
• Experience overseeing end-user technology, workplace services, infrastructure operations, networks, collaboration platforms, and operational support models.
• Experience managing budgets, workforce planning, vendor performance, compliance requirements, operational risk, and security obligations.
• Strong executive communication, stakeholder management, and influencing skills within complex matrix organizations.
• Fluency in English and Spanish.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, Business or related field
• Experience establishing, scaling, or transforming a Global Delivery Centre, Global Capability Centre, shared services organization, or technology hub.
• Experience leading technology teams and operations across multiple Latin American markets.
• Knowledge of the Argentina technology talent market.
• Experience leading service transitions, operational transformations, or large-scale modernization initiatives.
• Experience with service automation, observability, self-service, knowledge management, and data-driven service improvement.
• Working knowledge of cloud platforms, infrastructure services, modern workplace technologies, identity management, networking, and cybersecurity.
• Professional certifications such as ITIL, Cloud, Program Management, Lean, Agile, or related disciplines.
• Portuguese language skills are a plus.

Why Join Us

This is an opportunity to shape a strategic technology hub in Latin America while improving the technology services that support Disney's businesses, storytellers, and experiences across the region. You will play a highly visible leadership role with enterprise-wide impact, helping build exceptional talent, strengthen operational resilience, modernize services, and drive the future of technology delivery for one of the world's most iconic companies.

Build Something Bigger Than Yourself.