Senior Director of Service Engagement & Delivery (Enterprise Service Management)

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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 Senior Director of Service Engagement & Delivery will play a pivotal leadership role within the Enterprise Service Management (ESM) organization, overseeing the delivery, quality, and performance of enterprise IT services across the organization. Based in Atlanta, Georgia, this role will drive excellence in service delivery, build strong engagement with business partners, and ensure that services are aligned with strategic goals and operational needs. 

Reporting to the Vice President of Enterprise Service Management, the Senior Director will lead cross-functional teams responsible for service delivery, business engagement, and service performance management. The role is accountable for fostering a culture of service excellence and continuous improvement, while also providing actionable insights through reporting, analytics, and performance metrics. The ideal candidate brings a blend of strategic leadership, stakeholder partnership, enterprise-level service delivery, and deep expertise in IT service management. 

This role requires a visionary leader with a proven ability to execute at scale, build cross-organizational relationships, and lead teams through transformation and maturity. 

Your Role Accountabilities: 

LEADERSHIP & STRATEGY 

• Provide strategic leadership to the Business Engagement, Service Delivery, and Service Performance Management teams within the ESM organization. 

• Develop and execute multi-year plans to evolve and mature service management capabilities in alignment with enterprise goals. 

• Oversee the monitoring and drive for continual improvement of service delivery, including coordinating between teams for alignment on activities. 

• Champion a high-performance culture that emphasizes innovation, accountability, customer focus, and continuous improvement. 

• Serve as a key member of the ESM leadership team, contributing to overall vision, planning, and transformation initiatives. 

• Serve as a thought leader and trusted advisor to senior IT and business leadership on enterprise service delivery. 

SERVICE DELIVERY MANAGEMENT 

• Ensure high-quality, consistent, and efficient delivery of service management capabilities to internal stakeholders across the enterprise. 

• Drive the monitoring, evaluation, and improvement of performance against SLAs, OLAs, and KPIs to drive service excellence. 

• Collaborate with platform owners and technical leads to ensure integration and scalability of service management solutions. 

• Lead efforts to optimize service delivery processes through standardization, automation, and tool adoption (e.g., ServiceNow).