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.
About the Opportunity:
The GVP, Global IT Operations and Workforce Support is responsible for overseeing the strategy and operational delivery of incident management and workforce customer support and is responsible for driving excellence and ensuring exceptional client satisfaction.
This highly collaborative leadership position requires a strategic thinker with a comprehensive understanding of IT service delivery principles and a strong focus on client relationship management. The role leads a global, dynamic team and will be responsible for aligning IT services with business goals.
This role leads workforce customer support including help desk and desktop support operations, incident management for broadcasting and infrastructure / network engineering, and continuous improvement including insights and analytics
Key Responsibilities:
Leadership and Strategy
Provide strategic leadership for the incident management, workforce customer support and continuous improvement functions, delivering exceptional IT service to support WBD’s business goals and objectives
Develop and communicate a compelling vision for the function, fostering a culture of continuous improvement and service excellence
Build, lead, and mentor a high performing team- developing a collaborative and inclusive culture
Lead transformation initiatives to enhance the workforce customer support and incident management organization
Apply operational excellence with an emphasis on service, customer focus, and delivery to drive strategic executive insights
Financial management – evaluating key IT investments against the department’s budgets.
Business Partnership and Stakeholder Management
Collaborate with senior leadership to integrate incident management and workforce customer support into overall business strategies and ensure IT services meet current and future organizational needs
Build strategic partnerships with internal T&O teams as well as across WBD to provide influence and insights into systems that serve as key indicators for Ops
Collaborate with internal stakeholders to understand business needs and expectations, ensuring IT services contribute to overall organizational success
Communicate effectively with all levels of the organization to gather feedback and make data-driven improvements to service delivery
Collaborate cross-functionally with FP&A, Procurement, and People & Culture to align on operational and business objectives
Process Optimization and Continuous Improvement
Create, develop, and drive the strategy for and oversee the design, implementation, and optimization of key service delivery processes including Incident Management, Problem Management, Workforce Customer Support, and other relevant processes
Identify and mitigate risks associated with IT service production – ensuring compliance with business goals and industry standards / regulations
Lead the continual evaluation and improvement of processes to enhance efficiency, reduce costs, and improve overall services
Implement best practices and industry standards to ensure a consistent and effective approach to service delivery
Oversee post incident root cause analysis, including partnering with the broader Media Platform Ops organization and other technology teams across WBD when warranted to reduce the likelihood of recurrence
Your Experience:
Bachelor's degree in computer science, information technology, or related field
Extensive, progressive experience in IT operations and management, with significant experience in a leadership role
Experience directly managing workforce customer support (desktop operation and help desk) teams
Leadership experience within a large global and complex managed technology services organization
Extensive experience in IT leadership and management roles, including change management and leadership
Deep Experience leading and managing large scale IT projects and leading cross functional teams
Excellent communication skills, with the ability to convey technical information to both technical and non-technical audiences
Strong problem-solving and analytical skills, with the ability to quickly diagnose and resolve complex IT issues
Experience in broadcast or media industry preferred
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
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.