Senior Service Delivery Manager

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

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

Warner Bros. Discovery is a global fast-paced entertainment and media company, which continues to grow around the world, as well as across emerging platforms.

Enterprise Technology & Operations builds, implements, and maintains the business systems and technology that are critical for delivering WBD’s products while articulating the long-term technology strategy that will enable WBD’s growing pay-tv, digital terrestrial, free-to-air, and online services to reach more audiences on more platforms.

Reporting to the Director of Centre Operations, this position is critical in ensuring the expansion of the vision for the 24/7 Global IT Operations organizational unit. As a Senior Manager, you guide other leaders to inspire top performance from their teams. You monitor multiple lines of business within the company to achieve operational objectives and collaborate with corporate business partners to report results. You’re knowledgeable about the industry and keep up to date on technologies and industry trends.

Utilizing strong cross-functional alignment, this position is responsible for leading a technical team focused on the delivery of Network Platform Engineering Operations, in the day-to-day engagement of our Global IT Operations function. The role is responsible for leading a dynamic technology-focused team capable of providing monitoring to all WBD linear and non-linear output and platforms, as well as supporting IT infrastructure. The Postholder will continue scaling our global investment in IT Operations to ensure all Tier 1 and Tier 2 teams have what they need to deliver services securely and efficiently. The role will set the bar for operational excellence and continual improvement.

The position is key to ensuring organizational improvements, consistently maintaining and improving our customer feedback system, and establishing effective performance measurements to show successes and areas of opportunity. In addition, the post holder will manage relationships with our Tier 3 Stakeholder teams in Network Platform & Infrastructure.

This position is a member of the leadership team for Technology Operations and will guide the development of the team and communicate the direction of the organization. The Postholder will have functional oversight of the Krakow Poland IT Operations team.

Your Role Accountabilities:

Strategy & Leadership:

• Use information technology expertise to plan, manage and execute end-to-end project plans including the creation of specifications/requirements for feature enhancements that enable scalable deployment and operational efficiencies
  
• Exceptional ability to collaborate, openly communicate, present, and negotiate effectively across groups of various levels and disciplines, such as global organizations outside Technology & Operations, senior company leaders, engineers, suppliers, partners, technicians, customers, etc.
  
• Work independently in a dynamic and high-pressure environment and deliver results despite ambiguous and changing business requirements
  
• Support the creation of an integrated technology support organization based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business
  

Operations:

• Drives continuous improvement to key metrics through process, system, and organizational refinements
  
• Lead through change by bringing clarity, generating energy, and delivering success.
  
• Works with the Engineering and Product Teams to ensure the contingency plans are kept up-to-date and available
  
• Maintains KPI and service metrics framework. Ensure service levels and targets are adhered to and corrective measures are in place to maintain performance targets
  
• Maintains skills and career path framework for centre staff. Ensures these are in place for all staff
  
• Lead and deliver small to midsize projects or organizational change within the operations centre scope
  
• Partner with relevant leadership teams on technology implementation. Ensure impacts on the department are understood and that mechanisms are in place to manage these impacts and ensure service continuity
  
• Hours are primarily office hours but may be required to extend the coverage during a major event such as Olympics
  
• The GTOC operates the business 24 x 7 x 365. Incumbent will be expected to support global stakeholders, in flexible working hours.
  

Qualifications & Experiences:

• Bachelor�s degree in IT Business Management or IT Operations
  
• 12+ years of experience in information technology operations, including server support, network management, network operations support.
  
• 5+ years of people leadership and operational management experience.
  
• 3+ years of experience providing global operations support in mission-critical, 24x7 production environments.
  
• Experience evaluating and implementing IT service management concepts to transform business operations.
  
• 3+ years of experience preparing and presenting documents and presentations summarizing program status and performance for senior leadership audiences.
  
• 5+ years� experience working in one or more of the following areas: Incident Management, Infrastructure Operations, or Network Operations
  
• 5+ years� experience in an Enterprise-level support environment. Experience in a service delivery environment and understanding of technical support processes and workflow
  
• Working knowledge of ITIL is required. Foundation certification is expected. Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end users
  
• Demonstrated ability to recruit, develop, and retain staff
  
• Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones
  
• Experience in leading multiple IT support teams in multiple/global locations
  
• Knowledge of local employment laws is beneficial
  

Not Required but preferred experience:

• 15+ years of Operations leadership experience at Fortune 500 companies.
  
• Six Sigma/Lean Certified, ITIL Certified.
  

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.

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, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability 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.