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 Sr. Director of Enterprise Service Transformation will lead the elevation and evolution of the "Service as a Product" strategy within the Enterprise Service Management (ESM) function. This role is responsible for driving transformational initiatives, managing high-impact projects, and overseeing the design of innovative service architectures that align with enterprise objectives and business needs. It plays a pivotal role in reshaping how services are delivered and consumed across the enterprise, enhancing operational efficiency and user satisfaction. 

 

The Head of Enterprise Service Transformation will manage a multidisciplinary team, including transformation resources and service architects, to ensure the successful delivery of enterprise-wide service transformation projects. Focusing on transformation execution and strategic service design, this role will partner closely with operational and software development teams, who will be responsible for aligning and implementing the roadmap. 

 

Key responsibilities include sponsoring and driving transformation initiatives, designing and optimizing new service products, and orchestrating cross-functional teams of transformation and service architects to implement a robust enterprise service model. Leveraging ServiceNow as the foundational platform, this role requires a dynamic leader with a proven track record in enterprise-level transformations, innovative service design, and cross-functional collaboration. 

Your Role Accountabilities: 

Leadership & Strategy (20%)

Drive the adoption of the "Service as a Product" (SaaP) approach by leading the design, delivery, and management of services within the Enterprise Service Management (ESM) function. Emphasize the creation of standardized, scalable, and customer-centric services to meet specific business needs while enhancing the overall service experience. 

Develop and execute a bold, innovative ESM strategy that transforms the organization's approach to service management, aligning with the SaaP vision at an enterprise level. 

Champion the shift from traditional IT service management to a comprehensive enterprise service management model, ensuring alignment with broader business strategies and objectives. 

Collaborate closely with the VP of Enterprise Service Management Office (ESMO) to ensure strategic alignment of transformation initiatives with operational goals and broader business objectives. 

Own and oversee the execution and delivery of transformation projects, ensuring they align with the strategy and deliver measurable outcomes. 

Develop and coordinate the transformation roadmap, ensuring all key stakeholders are consulted, engaged, and aligned throughout the process. 

Foster a culture of collaboration, innovation, and continuous improvement within the transformation teams to drive exceptional outcomes. 

Strategy Implementation (20%)

Establish and Lead an Enterprise Service Management Community of Interest Council: Convene executive stakeholders from Technology & Operations, People & Culture, Global Business Services, Finance, Legal, and other business functions to collaboratively develop and implement a comprehensive three-year Enterprise Service Management (ESM) strategy. Ensure alignment across functions and drive shared accountability for the strategy's success. 

Manage transformation projects end-to-end in collaboration with the VP of ESMO and VP of Service Management Engineering, ensuring successful delivery and alignment with the enterprise roadmap. 

Oversee the work of Transformation Architects and Service Architects, ensuring their contributions are aligned with the transformation strategy and project objectives. 

Design and enhance enterprise service products, ensuring alignment with transformational projects, the transformation roadmap, and ongoing operational work. 

Monitor project progress and implement corrective actions as necessary to address any deviations from the plan. 

Facilitate regular project status updates with stakeholders to communicate progress, gather feedback, and ensure alignment on deliverables and objectives. 

Establish and maintain a robust change management process to ensure smooth transitions, minimizing disruption during implementation efforts. 

Drive the adoption of new processes and technologies across the organization, providing necessary training and support to ensure successful implementation and user adoption. 

Evaluate the effectiveness of implemented solutions using performance metrics and feedback, making recommendations for continuous improvement. 

Team Management (20%)

Oversee and manage the following roles, ensuring effective coordination and alignment with organizational goals: 

Project Manager of Transformation Technical Project Management 

Director of Service Management Product Transformation 

Promote a high-performance culture by mentoring and guiding direct reports, supporting their growth and alignment with organizational objectives. 

Ensure team alignment with transformational initiatives, fostering collaboration and accountability across all levels. 

Stakeholder Engagement (20%)

Build and maintain strategic relationships with key stakeholders, including senior leadership, business units, and external partners. 

Facilitate communication and collaboration between transformation teams, the ESMO, and other departments to ensure alignment and integration of service management initiatives. 

Act as a key advocate for service architecture and design, securing buy-in from Business Unit, Corporate, and T&O stakeholders. 

Collaborate with business and T&O stakeholders to understand their service management needs, aligning initiatives with portfolio objectives. 

Operational Excellence (20%)

Establish and promote a culture of operational excellence within the transformation teams, driving initiatives that improve service delivery efficiency and effectiveness across the enterprise. 

Lead continuous improvement efforts by analyzing workflows and identifying optimization opportunities, leveraging automation and emerging technologies to enhance service quality and operational efficiency. 

Collaborate with cross-functional teams to streamline processes, reduce redundancies, and enhance the customer experience through improved service delivery. 

Regularly review and assess the effectiveness of implemented solutions, leveraging performance data and stakeholder feedback to inform future initiatives.

Qualifications & Experiences: 

 

Experience 

15+ years of leadership experience in enterprise service management, IT service management, or related fields, with at least 7 years in a senior leadership role. 

Proven track record of leading large-scale transformation initiatives, particularly with a focus on service-as-a-product delivery models. 

Demonstrated success in managing and mentoring large, complex, and diverse teams in a global enterprise environment. 

Prior experience in media, entertainment, or related industries is preferred but not required. 

Technical Expertise 

Deep understanding of Service Management principles, frameworks (e.g., ITIL), and best practices, with a strong focus on implementation and operational excellence. 

Experience with ServiceNow and other industry-leading platforms to enable service transformation. 

Skilled in leveraging automation and innovative technologies to optimize service delivery and streamline operations. 

Leadership & Strategic Vision 

Exceptional leadership skills, with the ability to inspire, motivate, and guide high-performing teams. 

Strategic thinker with the ability to develop and execute long-term plans and initiatives that align with organizational goals. 

Proven ability to foster a culture of collaboration, innovation, and continuous improvement. 

Analytical & Financial Acumen 

Superior analytical and problem-solving skills, capable of developing and implementing effective solutions. 

Strong financial acumen, with experience managing budgets and identifying cost-saving opportunities. 

Stakeholder Engagement & Communication 

Strong track record of building and maintaining strategic relationships across all organizational levels. 

Excellent communication and stakeholder management skills, with the ability to effectively interface with executive teams and gain buy-in for transformational initiatives. 

Education 

Bachelor’s degree in Business Administration, Information Technology, or a related field (MBA preferred). 

Preferred Qualifications 

Higher ITIL certifications (e.g., ITIL Strategic Leader). 

Relevant Service Architecture qualifications. 

Certification in Project Management (e.g., PMP). 

Familiarity with media and entertainment industries or experience in a national/global organization. 

 

 

How We Get Things Done…

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.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status 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.