Enterprise Service Management Director

Welcome to a leadership opportunity like no other.

As the Vice President, Enterprise Service Management Engineering, you will play a pivotal role in shaping the strategic direction, development, and execution of our Enterprise Service Management (ESM) Platform. This is a high-visibility position that requires strong leadership skills, technical expertise, and a passion for innovation.

About the Role:

• This senior leadership position oversees the Product Management, Platform Engineering, Platform Architecture, and Configuration Management teams.

• You will develop and maintain detailed project plans using standard tools and work closely with senior leadership and key stakeholders to ensure alignment with organizational goals.

• The successful candidate will provide leadership and direction to the ESME team, fostering a culture of collaboration, innovation, and continuous improvement.

• Your Key Responsibilities:

  • Oversee the Product Management, Platform Engineering, Platform Architecture, and Configuration Management teams to ensure alignment with business objectives.

  • Develop and execute the ESM strategy in alignment with the organization's goals.

  • Provide leadership and direction to the ESME team, fostering a culture of collaboration, innovation, and continuous improvement.

  • Ensure the ESME's activities are aligned with the broader business strategy and objectives.

  • Support the Head of ESME in defining and driving the ESM vision for the company.

  • Own the development and coordination of the ESM Strategy and associated roadmap for the company, ensuring all key Business Unit, Corporate, and T&O Stakeholders are consulted and bought in.

  • Promote a culture of continuous improvement within the ESME, encouraging innovation and the adoption of new technologies and methodologies.

  • Monitor and evaluate the performance of the ESME's initiatives, adjusting as necessary to ensure success.

  • Oversee the design and development of data models that align with reporting needs; lead efforts to extract actionable insights from data to identify trends, opportunities, and areas for improvement.

  • Oversee and manage the following roles, each of which has their own teams:

  - Product Management

  - Platform Engineering

  - Platform Architecture

  - Configuration Management

  • Ensure effective team management, coordination, and development.

  • Mentor and guide direct reports in support of growth, personal/organizational goals, and responsibilities.

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

  • Facilitate communication and collaboration between the ESME and other departments to ensure alignment and integration of service management initiatives.

  • Work with Business Unit, Corporate, and T&O stakeholders to sell the benefits of Service Architecture and Design and gain buy-in.

  • Collaborate with business and T&O stakeholders to understand their Service Management needs and ensure alignment with portfolio objectives.

  • Drive the implementation of best practices in service management, ensuring the ESME's processes and frameworks are efficient, effective, and aligned with industry standards.

  • Oversee the development and maintenance of the Service Management Framework (SMF), ensuring it adheres to organizational guidelines and standards.

  • Oversee the definition and evolution of knowledge, service delivery, service lifecycle, service performance, and service optimization processes, championing best practices across ESM for service delivery.

  • Ensure the framework adheres to broader guidelines from, but not limited to, WBD Enterprise Architecture, Data, and Cyber teams.

  About You:

  • A minimum of 15 years of prior experience in a related field, with at least 7 years in a leadership role.

  • 5+ years of working with and deep understanding of Service Now.

  • Superior analytical and problem-solving skills.

  • Proven track record of successfully leading and managing large, complex teams in a global enterprise environment.

  • Deep understanding of Service Management principles, frameworks, and best practices.

  • Strong leadership and team management skills, with the ability to inspire and motivate teams.

  • Excellent communication and stakeholder management skills, able to effectively interface with executive teams.

  • Strong analytical and problem-solving skills, with the ability to develop and implement effective solutions.

  • Financial acumen, with experience managing budgets and identifying cost-saving opportunities.

  • Strategic thinking, with the ability to develop and execute long-term plans and initiatives.

  • Higher ITIL certification, e.g., ITIL Strategic Leader certification, is desirable.

  • Relevant Service Architecture qualifications are a plus.

  • Certification in Project Management, e.g., PMP, is nice to have.

  • Familiarity with media & entertainment industries.

  • Experience working in a national or global company.

  • Bachelors degree in computer science field preferred.