Service Operations Manager

Welcome to our team of service operations experts.

As a Manager of Service Operations, you will play a pivotal role in leading and managing ITSM service operations within the Enterprise Service Management Office (ESMO) organization.

This position is based in Hyderabad and is responsible for leading a team of Senior Service Management Analysts. The role requires a deep understanding of ServiceNow and IT Service Management (ITSM) principles and practices.

You will collaborate with cross-functional teams to ensure the effective management and support of service management processes. Your focus will be on operational execution, supporting the lead practitioner, and guiding junior team members.

Key responsibilities include managing service operations projects, providing technical support for incidents and enhancements, and collaborating with stakeholders to ensure successful delivery of service management initiatives.

Your Role Accountabilities:

• Lead and manage a high-performing team of ServiceNow service management analysts.

  • Allocate analyst resources effectively across projects and initiatives to meet demand and timelines.

    • Oversee the recruitment, onboarding, and professional development of service management analysts.

      • Foster a collaborative, accountable, and inclusive team culture that emphasizes continuous learning and innovation.

SERVICE OPERATIONS STRATEGY

• Develop and implement service operations strategies and roadmaps that align with the organization's transformation goals.

  • Collaborate with leadership and the ITSM process managers to define the strategic direction of service operations.

    • Coordinate with cross-functional teams to ensure process objectives are met and deliverables are achieved.

      • Monitor process management progress and implement corrective actions as necessary to address any deviations from the plan.

        • Develop and implement best practices for operations management and delivery.

STAKEHOLDER MANAGEMENT

• Build and maintain strong relationships with key stakeholders.

  • Facilitate communication and collaboration between stakeholders to ensure alignment of service operations initiatives.

    • Act as a liaison between technical teams and business users to translate requirements and ensure successful implementation of process management initiatives.

TECHNICAL SUPPORT (20%)

• Provide process guidance for incidents and enhancements across various service management processes.

  • Help troubleshoot and resolve service management issues, ensuring minimal disruption to operations.

    • Collaborate with IT teams to implement system updates, patches, and enhancements.

DOCUMENTATION & KNOWLEDGE SHARING

• Establish standards for documentation and knowledge management across the analyst team.

  • Review and approve service management process documentation, requirement specifications, user guides, and knowledge base articles.

    • Coordinate knowledge sessions and process roadmap reviews for ServiceNow stakeholders across the organization.

      • Foster knowledge-sharing within the analyst team to promote best practices and reusability.

Qualifications & Experiences:

• 7 + years of experience in IT service management or related field with 3+ years of experience managing ITSM process management operations in a ServiceNow environment.

  • Strong problem-solving skills and the ability to optimize complex processes.

    • Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.

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

Not Required but preferred experience:

• ITIL v3 or v4 certification (Intermediate or Strategic Leader preferred).

  • ServiceNow Certified System Administrator, Certified Business Analyst, or other relevant ServiceNow certifications.

    • Experience implementing enterprise service management solutions in global environments.

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, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability 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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