Warner Bros. Discovery is looking to establish and lead a Service Performance Management capability within their Enterprise Service Management (ESM) office to ensure enterprise services are effectively measured, evaluated, and improved to meet business expectations and strategic objectives.
Requirements
- Demonstrated experience across the ServiceNow ITSM and ITOM capabilities with focus in the areas ofservice level management, KPI definition, and performance reporting.
- ServiceNow Performance Analytics certification or equivalent service management experience.
Responsibilities
- Oversee the development of service performance scorecards, dashboards, and reporting capabilities within ServiceNow.
- Define key performance indicators (KPIs), metrics, and benchmarks for enterprise services and ensure they are consistently tracked.
- Establish and maintain service level frameworks, SLAs, OLAs, and underpinning contracts across the service portfolio.
- Monitor service level compliance and initiate improvement plans where necessary to restore performance.
- Coordinate regular service reviews with stakeholders to assess SLA performance and validate customer satisfaction.
- Drive standardization, automation, and operational maturity in performance reporting and data processes.
- Ensure documentation, compliance, and audit-readiness of all service performance activities.
Other
- 7+ years of experience in IT service management, service performance, or analytics roles, with 3+ years in a leadership position.
- Experience driving service improvement initiatives in large enterprises or global environments.
- Excellent communication and stakeholder management skills, with a track record of building consensus and alignment.
- Bachelor’s degree in Information Technology, Business, or a related field (master's degree preferred).
- ITIL v4 Certification (Managing Professional or Strategic Leader track preferred).
- Experience managing or coaching high-performing analytical or performance-focused teams.
- Exposure to shared services, media/entertainment, or other complex, matrixed enterprise environments.
