Sr. Director - Workforce Customer Service

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: 
This role sets direction for managing IT support services via Tech Bars & the Global Service Desk, in the Americas region (North and South) with ability to deliver a high-quality support strategy.  This role is highly visible and is an integral link between the IT service delivery leadership teams and our end users. This role needs to work with global teams and Leadership teams in Atlanta and mainland Americas to build strategies and processes aligned with WBD’s end-user computer support needs.  

Your Role Accountabilities: 

OPERATIONS/PROJECT MANAGEMENT 

• Plan & manage work responsibilities for Workforce Support for North & South America region, with existing Directors and leadership team in the region.  

• Assist in creating, applying, and upholding Service Management policies and procedures within GWS to align with the rest of the organization. 

• Help set the strategy for managing responsibly & effectively multiple teams in the region, training strategy and work with international peers to drive a consistent process.  

• Help set direction for global team with management of local vendors to ensure the delivery of IT services that are cost effective and of the highest quality. 

• Fiscal efficiency - Support budget planning, track expenses to align with the organization fiscal goals.  

• Work with Key business LT stakeholders to understand the business requirement and align the IT support requirement as per the need.  

• Drive the AI-first strategy for support – including wide-scale adoption of the Now-Assist tool and improving our self-heal/self-service customer focus by proactive problem management, partnership with Infra teams to reduce repetitive incidents and improvement knowledge management readiness for the customers.  

• Manage the team’s regular work performance, reviews, performance improvement plans.  

• Responsible to ensure a seamless onboarding and offboarding experience for employees across Americas region. 

• Hardware Ordering/Budget Management – Improved hardware ordering and procurement alignment for new/refresh and other hardware needs for WBD customers in Americas.