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

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.