Manager of Service Performance​ (Reporting & Analytics for 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

Manager of Service Performance

will play a strategic leadership role in the

Enterprise Service Management (ESM)

office. The role is based in

Atlanta

and will be responsible for standing up and leading the Service Performance Management capability. This role is pivotal to ensuring that enterprise services are effectively measured, evaluated, and improved to meet business expectations and strategic objectives.

The Manager will oversee key functions, including

Service Performance Management ,

Service Level Management , and

Reporting and Data Analytics

using ServiceNow. They will collaborate across service management functions and work closely with Business Engagement Managers, Service Delivery Managers, Service Owners, Service Level Managers, Process Owners, and technical teams to establish and maintain a holistic view of service performance. The Manager will also lead a team of analysts and data professionals, using data-driven insights to guide service improvement initiatives, root cause analysis, and standards alignment across the supplier and service ecosystem.

Your Role Accountabilities :

LEADERSHIP & STRATEGIC ENABLEMENT

Establish and lead the Service Performance Management capability, including team structure, governance, processes, and tools.

Develop and execute a strategy for enterprise-wide service performance measurement aligned with business goals.

Create a culture of data-driven decision-making and continuous improvement across service management functions.

Serve as the subject matter expert and strategic advisor to ESM leadership on performance and service level trends.

SERVICE PERFORMANCE & ANALYTICS MANAGEMENT

Own the collation of all performance measures into an overarching Service Performance Framework for ESM which links performance to strategic objectives.

Oversee the development of service performance scorecards, dashboards, and reporting capabilities within ServiceNow.

Define key performance indicators (KPIs), metrics, and benchmarks for enterprise services and ensure they are consistently tracked.

Coordinate conversations across ESM teams such as Service Delivery Management and Reporting & Data Analytics to ensure performance measures are appropriate and can be realized.

STAKEHOLDER ENGAGEMENT & INTEGRATION

Act as a key liaison between ESM and business partners to understand strategic needs, performance expectations, and feedback.

Collaborate with Business Engagement Managers and Architecture teams to align services with evolving standards and strategies.

Engage with third-party providers and the supplier ecosystem to monitor and optimize their contribution to end-to-end service performance.

Represent Service Performance in governance forums and provide recommendations based on data and performance trends.

SERVICE LEVEL MANAGEMENT

Establish and maintain service level frameworks, SLAs, OLAs, and underpinning contracts across the service portfolio.

Work with Service Level Managers and Service Owners to ensure performance targets are realistic, aligned, and achievable.

Monitor service level compliance and initiate improvement plans where necessary to restore performance.

Coordinate regular service reviews with stakeholders to assess SLA performance and validate customer satisfaction.

OPERATIONAL EXCELLENCE & TEAM MANAGEMENT

Lead, coach, and develop a team of analysts and performance professionals, setting priorities and managing day-to-day operations.

Drive standardization, automation, and operational maturity in performance reporting and data processes.

Ensure documentation, compliance, and audit-readiness of all service performance activities.

Qualifications & Experiences :

7+ years of experience in IT service management, service performance, or analytics roles, with 3+ years in a leadership position.

Demonstrated experience across the ServiceNow ITSM and ITOM capabilities with focus in the areas of service level management, KPI definition, and performance reporting.

Experience driving service improvement initiatives in large enterprises or global environments.

Excellent communication and stakeholder management skills, with a track record of building consensus and alignment.

Bachelor’s degree in Information Technology, Business, or a related field (master's degree preferred).

Not Required but Preferred Experience :

ITIL v4 Certification (Managing Professional or Strategic Leader track preferred).

ServiceNow Performance Analytics certification or equivalent service management experience.

Experience managing or coaching high-performing analytical or performance-focused teams.

Exposure to shared services, media / entertainment, or other complex, matrixed enterprise environments.

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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