Senior Staff, Service Delivery Management (ServiceNow)

This job is with Warner Bros. Discovery, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

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 Senior Staff, Service Delivery Management will play a pivotal role in the Enterprise Service Management (ESM) office, focusing on the reliable, transparent, and efficient delivery of enterprise services through the ServiceNow platform. This role will be based in Atlanta and is essential for ensuring that high-quality services are consistently delivered to ESM customers and that the broader service management organization adopts a metrics- and performance-driven approach to service excellence.

This position reports to ESM leadership and collaborates closely with the Service Performance Management team, Business Engagement Managers, service owners, and fulfiller teams to align service delivery with the evolving needs of WBD’s business and technology stakeholders. The Senior Staff Service Delivery Manager will manage customer relationships, oversee service delivery reviews, resolve delivery issues, and align service management strategic roadmaps and day-to-day operations with enterprise service goals.

Your Role Accountabilities...

Leadership & Strategic Alignment

Drive the strategic direction of service delivery to ensure alignment with ESM’s goals, business priorities, and customer expectations.

Lead efforts to embed service management best practices across teams leveraging ServiceNow.

Promote a culture of accountability, transparency, and excellence in service performance.

Actively contribute to ESM’s strategic roadmap by aligning delivery plans with business and IT initiatives.

Service Delivery & Continuous Improvement

Oversee day-to-day service delivery across ESM capabilities, ensuring timeliness, quality, and adherence to SLAs and OLAs.

Identify, manage, and resolve service delivery issues in coordination with service management capability owners and operational teams.

Lead service delivery reviews with internal teams and stakeholders, analyzing performance against targets, and identifying areas for improvement.

Support the definition and refinement of service delivery processes, leveraging metrics and performance insights to drive continuous improvement.

Stakeholder Engagement & Relationship Management

Serve as a key point of contact for ESM customers and business partners to ensure their needs are met through high-quality service delivery.

Collaborate with Business Engagement Managers to ensure delivery execution aligns with strategic initiatives and business outcomes.

Develop and maintain strong relationships with service owners, process managers, and delivery teams.

Escalate delivery risks and issues appropriately while driving resolution through collaboration and ownership.

Service Level & Performance Management

Utilize ServiceNow capabilities to monitor and report on service performance and delivery health.

Partner with the Service Performance Management team to define, refine, and track key performance indicators (KPIs), SLAs, and other service metrics.

Provide guidance and insight on service level compliance and work with relevant teams to address any gaps or non-compliance.

Contribute to performance reporting and dashboards that highlight trends, opportunities, and areas needing attention.

Governance & Enablement

Ensure adherence to enterprise governance policies related to service management and delivery.

Participate in governance boards and forums to discuss service delivery concerns, improvements, and recommendations.

Ensure documentation is maintained and operational processes are auditable and well-governed.

Support enterprise-wide service management initiatives and play an advisory role on service delivery-related matters.

Qualifications & Experiences…

12+ years of experience in IT service delivery, service operations, or service management roles, with 3+ years in a senior or lead capacity.

Demonstrated experience in managing enterprise-wide service delivery within a ServiceNow environment.

Proven track record of stakeholder engagement, issue resolution, and service performance improvement.

In-depth understanding of IT service management (ITSM) principles, SLAs / OLAs, service metrics, and continuous improvement practices.

Strong analytical and communication skills with the ability to translate complex performance data into actionable insights.

Bachelor's degree in Information Technology, Business, or related field.

Not Required but Preferred Experience :

ITIL v4 Certification or higher (e.g., ITIL Managing Professional or Strategic Leader).

ServiceNow Certified System Administrator or experience working with ServiceNow service delivery modules.

Experience working in large, matrixed, or global enterprise environments.

Familiarity with the media and entertainment industry or enterprise shared services models.

On June 9, 2025, Warner Bros. Discovery announced plans to separate into two publicly traded companies, Warner Bros. and Discovery Global, with an expected completion in mid-2026. For more details, including leadership appointments and information on individual brands, please visit our newsroom

here .

Although you will be hired by Warner Bros. Discovery, upon the planned separation in 2026, your employment likely will transition to Warner Bros. Company or transition to Discovery Global. During this period of transformation, you’ll have an exciting opportunity to lay the foundation at one of the world’s premier entertainment brands.

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 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, 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.

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