Lead, Service Level 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 Lead Service Level Management will play a pivotal role within the Enterprise Service Management (ESM) office, responsible for the definition, alignment, and governance of the enterprise-wide Service Level Framework (SLF). Based in Atlanta, this role ensures that service level agreements (SLAs) and operational level agreements (OLAs) are aligned with business expectations, ESM standards, and industry best practices. 

This role will be central to driving a consistent and proactive approach to service level management by partnering with service owners, service delivery managers, service architects, and external suppliers. The Lead Service Level Manager will lead the negotiation and implementation of SLAs and OLAs that reflect business priorities and are embedded into the ESM framework using the ServiceNow platform. 

The ideal candidate will have deep expertise in in ITSM process design, strong governance acumen, and a demonstrated track record of delivering measurable improvements in service performance and accountability across global, cross-functional environments.  

Your Role Accountabilities: 

SERVICE LEVEL MANAGEMENT EXECUTION (40%) 

• Own and manage the end-to-end service level management process (SLM) across the enterprise, ensuring it aligns with ITIL best practices and organizational goals. 

• Participate in the design, implementation, and evolution of SLA and OLA frameworks that deliver consistent, timely, and effective service to end users. 

• Collaborate with service owners and delivery managers to monitor adoption and alignment and take action when thresholds are breached. 

PROCESS OPTIMIZATION (30%) 

• Establish robust governance forums and process KPIs to monitor usage, compliance, and performance of the SLM process. 

• Leverage ServiceNow performance and platform analytics to track SLA/OLA performance and identify trends. 

• Conduct regular reviews of agreements, adjusting targets and commitments based on changing priorities and performance data. 

• Drive a culture of continuous improvement by regularly assessing process health, gathering stakeholder feedback, and applying lessons learned.  

STAKEHOLDER ENGAGEMENT (20%) 

• Act as the liaison between business units, service management teams, and external vendors to align expectations and resolve conflicts related to service performance.