Director, ESM Services and Architecture (ServiceNow & Enterprise Service Management)

This job is with Warner Bros. Discovery, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role :

The Director, ESM Services and Architecture will play a pivotal role in ensuring that the Enterprise Service Management (ESM) strategy, roadmap, and standards have been defined for the Organization and that services align with agreed expectations for performance, supportability, availability, architecture, security, and compliance. This position is based in Atlanta and is responsible for overseeing the strategic direction of multiple capabilities and their teams. This person will be leading a team of 5 direct reports (Service Architects and one Service Transformation BA).

The Director of ESM Services and Architecture will collaborate with cross-functional teams to ensure the effective management and execution of service management operations. The focus will be on strategic planning, process optimization, and continuous improvement of ITSM practices.

Key responsibilities include leading the Service Architecture and Design function, defining and driving the ESM vision, overseeing the Service Management Framework, and ensuring alignment with broader guidelines from WBD Enterprise Architecture, Data, and Cyber teams. This role requires a detail-oriented professional with a strong background in service architecture and design.

Your Role Accountabilities :

SERVICE MANAGEMENT FRAMEWORK & GOVERNANCE

Oversee the definition and evolution of Service Management Framework (SMF), which includes processes, service architecture standards, policies, and SLAs.

Chair authority bodies, execute processes that govern the application of the SMF, and sign-off high-level designs.

Ensure the framework adheres to broader guidelines from WBD Enterprise Architecture, Data, and Cyber teams.

Monitor service delivery to maintain and support expected / high performance levels and service delivery optimization.

Manage the service catalog, ensuring services are accurately recorded throughout their lifecycle.

ENTERPRISE SERVICE MANAGEMENT ALIGNMENT

Support the Head of ESMO in defining and driving the ESM vision for WBD.

Own the development and coordination of the ESM Strategy and associated roadmap for WBD, ensuring all key Business Unit, Corporate, and T&O Stakeholders are consulted and bought in.

Work closely with other ESM Leaders to maintain operational and technological alignment.

Work with Procurement and Service Owners to ensure procurement decisions adhere to guardrails and are assessed against architecture standards, ensuring technical fit, before proceeding.

Escalate operational issues that have been identified as a result of Service Management design.

STAKEHOLDER ENGAGEMENT

Work with Business Unit, Corporate, and T&O stakeholders to sell the benefits of Service Architecture and Design and gain buy-in.

Engage with functional stakeholders and take in feedback.

Facilitate communication and collaboration between stakeholders to ensure alignment on ESM initiatives.

Act as a liaison between technical teams and business users to translate requirements and ensure successful implementation of ESM projects.

Work with other T&O stakeholders such as Enterprise Architecture and Security to ensure seamless integrations of functions and purposes to aid value realization for WBD.

TEAM LEADERSHIP

Provide leadership in the development and implementation of the Service Architecture and Design function ensuring it is fit for purpose for WBD.

Mentor and guide direct reports in support of growth, personal / Organizational goals and responsibilities.

Ensure the effective management and support of ESM services and architecture.

Oversee the strategic direction of multiple capabilities and their teams.

Drive collaboration between Enterprise Service Management Engineering (ESME) and wider business.

Qualifications & Experiences :

10 to 15 years of experience in Service Architecture, in a large-scale enterprise environment, with at least 5 years in a leadership role.

Deep understanding of Service Management Framework, processes and best practice, including the Common Service Data Model (CSDM), ideally in Shared Service or Enterprise Service Management context.

Deep understanding of service architecture, integration architecture, APIs, cloud computing and other relevant technologies.

Good level of understanding of ServiceNow Platform and product sets. Experience with ServiceNow or other Service Management tools and platforms.

Prior experience driving organizational change through service transformation initiatives.

Experience in managing high-performing global teams.

Strong leadership skills with the ability to make decisions and / or influence key decision-making.

Excellent communication and stakeholder management skills, able to effectively interface with executive and technical teams.

Not Required but preferred experience :

ITIL certification or equivalent. ITIL certification (e.g., ITIL 4 Managing Professional or Strategic Leader).

Experience in a large-scale, multinational or media / entertainment environment.

Experience in managing high-performing global teams.

Experience with ServiceNow and other ITSM tools and platforms.

Familiarity with the media and entertainment industries or experience in a global organization.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at

www.wbd.com / guiding-principles /

along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and / or recruitment process, please visit our

accessibility page

for instructions to submit your request.

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