Director, Workplace Operations Support

Company Overview

WarnerMedia is a leading media and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including: HBO, HBO Max, Warner Bros., TNT, TBS, truTV, CNN, DC Entertainment, New Line, Cartoon Network, Adult Swim, Turner Classic Movies and others.

Warner Bros. has been entertaining audiences for more than 90 years through the world’s most-loved characters and franchises. Warner Bros. employs people all over the world in a wide variety of disciplines. We're always on the lookout for energetic, creative people to join our team.

Opportunity Overview

The Job

Warner Bros. Entertainment Inc. seeks a Director, Workplace Operations Support for the Monetization & Workplace Tech: Enterprise Workplace Support department.

The Director is responsible for driving Service Desk strategy and operations. This person is accountable for the managed service provider, the relationship with the team providing the various services and continually working to improve the services we deliver to our end user population. Driving proper IITL practices and maturity for services. It is important to be is a strong leader and ensures we have strong resources supporting our business needs through our managed service solution.

The Daily

• Manages the design, implementation and configuration of Service Desk tools through automation and functionality for processes and client experience
• Escalation support coordinating with Infrastructure, and other resolving teams
• Provide various channels for support (i.e. chat, virtual agent, phone, etc)
• Accurate knowledge management for the agents/self-service solutions (automated review cycle)
• Accurate knowledge management for the agents/self-service solutions (automated review cycle)
• New/changed work in-take (i.e. applications, projects, onboarding new resources to the organization)
• Automation where possible
• Ensure current ISO security policies and procedures are adhered to
• Provide ongoing service metrics for constructive dialog and transparency of service performance (including surveys to measure client satisfaction)
• Provide ongoing service metrics for constructive dialog and transparency of service performance (including surveys to measure client satisfaction)
• Evaluate the need for new technology to meet the organization’s Service Delivery Commitments
• Support strategic company initiatives and special projects and drive shift left activities to support resolving user issues with fewer touch points
• Defining operational incident management processes and educating business partners to drive adoption Pro-active communications of service impacts to organization
• Maturing and educating service owners on incident management ITIL processes
• Define and measure success metrics of ITIL processes
• Assist Major Incident teams in driving proper process flows
• Drive strategy for proactive alerting in conjunction with other cross functional teams
• Responsible for driving enterprise incident and request management processes

The Essentials

• Experience with ITSM and ITIL concept and framework, providing expertise to guide ITSM and ITIL implementation and maintenance
• Knowledge of how all ITIL practices work together to provide effective service product lifecycle and create business value and positive customer outcomes
• Experience with large-scale Service Desk operations
• Ability to work effectively at all levels of the organization
• Strategic Analysis and Planning mindset
• Proven experience in both Service Desk management and Incident management processes
• ServiceNow platform experience and knowledge of the ITSM application portfolio
• Minimum 10 years of experience in leading delivery organizations with a people and quality ethos (preferably a strong, successful Service Desk environment), international background and experience
• Proven track in customer negotiations and escalation management
• Experience in managing a 24X7 service delivery/operations environment
• Knowledge of Service Delivery Processes based on ITIL
• Academic degree in business administration / engineering or equivalent
• ITIL Foundation Certified
• Demonstrated leadership with organizational presence, authority and responsibility to set priorities, track and drive execution
• Ability to understand business strategy and how to integrate IT into Corporate and Business functions
• Ability to adjust seamlessly to ever changing needs of the organization
• Innovative problem-solving skills to dissect and determine root causes of problems, and implement solutions
• Experience managing geographically dispersed teams across multiple IT disciplines
• Stakeholder management skills along with ability to work in a federated/matrix model and influence sectors/businesses across regions
• Proven ability to manage teams, technical supervision or leadership experience within a Service Desk organization
• Outstanding customer service skills and ability to interact and communicate with cross-functional teams
• Must be highly organized, detail oriented, strong analytical skills (both oral and written) and possess exceptional follow-through abilities in addition to being a strategic thinker
• Able to get to the root cause of problems quickly and determine efficient solutions
• Knowledge of ServiceNow IT Service Management and IT Operations Management application experience

Warner Media, LLC and its subsidiaries are equal opportunity employers. Qualified candidates will receive consideration for employment 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.