Operations and Projects Manager

About the Role & Team

We are looking for an Operations & Projects Manager to join our Contract Management team on a 12-month Fixed-Term contract!

Join us in shaping the magic behind the scenes!

The Operations and Projects Manager will lead departmental projects, manage day to day systems and drive the operational metrics for the contract licensing process across EMEA.

This role will offer visibility and influence at the senior leadership level, with responsibility for escalating operational issues and recommending strategic improvements around contract issuance processes. Additionally, the Manager will develop and deliver training programs for third-party supplier staff, ensuring comprehensive knowledge, consistency and accuracy in the contract issuance process.

Please note:
This role will be based in our London Hammersmith office, 4 days a week, with either a Monday or Friday working from home.

You’ll join a team grounded in our Disney values — acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day.

Contract operations:

• Oversee and drive the development of comprehensive training programs for third party supplier staff, ensuring consistency and accuracy in contract management activities, including data entry of commercial and financial deal points, reviewing contract requests for policy compliance and data accuracy, validating required approvals, drafting and issuing legal documentation and partnering with our DCP Legal team on specialised contract language.

• Act as the primary point of contact for resolving complex licensing queries or issues, ensuring timely solutions and seamless communication across internal and external stakeholders.

• Lead internal audits of contracts and amendments to ensure compliance with company policies and quality assurance standard. Identify opportunities for process improvements and drive corrective actions where necessary.

Metrics:

• Run and analyse weekly metrics reports, supporting the business to reduce the numbers around contract issuance. Identifying bottlenecks, delays in process, escalating to business heads when required.

• Own the development of KPI performance dashboards that deliver key insights to drive data informed decision making and optimising resource allocation.

Stakeholders:

• Build relationships with key business stakeholders across all DCP departments.

• Partner with Senior Manager on monthly meetings with Senior stakeholders across DCP.

• Collaborate with key stakeholders to support new licensing models and re-engineer current processes.

• Partner with stakeholders to measure business performance and influence change across DCP.

• Lead the design and delivery of training programmes to drive consistency and raise licensing knowledge across DCP.

Systems:

• Identify and implement effective system changes across all our licensing systems (CLM, Fusion, MDM and Micro Strategy) to support business operations.

• Oversee and prioritise User Accepting Testing activities, ensuring system enhancements for EMEA are delivered to the scope and requirements.

• Act as the business lead for system issue resolution, ensuring alignment between operational needs and IT response priorities.

• Partner with other regions to share best practices on the systems we use.

• Oversee system management of all our EMEA contract templates, dynamic inclusions.

Projects and Process Management:

• Lead and drive contractual and licensing projects to enhance and improve processes and systems across the business.

• Define project performance standards, track progress and generate reports for Senior Management.

• Develop and implements a ‘best in class’ project management training program, including tracking tools, to standardise best practices across teams and ensure consistent project success.

• Evaluate and optimise current business processes, identifying areas for continuous improvement to drive operational efficiency across the following areas:

  • Contract Issuance

  • Reporting and business metrics

  • Systems suite optimisation

  • Technology…