Welcome to Warner Bros. Discovery the stuff dreams are made of.Who We Are When we say, the stuff dreams are made of, were not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBDs 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 whats nextFrom 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 OpportunityThe 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 analyticsKey Responsibilities Leadership and StrategyProvide strategic leadership for the incident management, workforce customer support and continuous improvement functions, delivering exceptional IT service to support WBDs business goals and objectivesDevelop and communicate a compelling vision for the function, fostering a culture of continuous improvement and service excellenceBuild, lead, and mentor a high performing team developing a collaborative and inclusive cultureLead transformation initiatives to enhance the workforce customer support and incident management organizationApply operational excellence with an emphasis on service, customer focus, and delivery to drive strategic executive insightsFinancial management evaluating key IT investments against the departments budgets.Business Partnership and Stakeholder ManagementCollaborate with senior leadership to integrate incident management and workforce customer support into overall business strategies and ensure IT services meet current and future organizational needsBuild strategic partnerships with internal TO teams as well as across WBD to provide influence and insights into systems that serve as key indicators for OpsCollaborate with internal stakeholders to understand business needs and expectations, ensuring IT services contribute to overall organizational successCommunicate effectively with all levels of the organization to gather feedback and make datadriven improvements to service deliveryCollaborate crossfunctionally with FPA, Procurement, and People Culture to align on operational and business objectivesProcess Optimization and Continuous ImprovementCreate, 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 processesIdentify and mitigate risks associated with IT service production ensuring compliance with business goals and industry standards regulationsLead the continual evaluation and improvement of processes to enhance efficiency, reduce costs, and improve overall servicesImplement best practices and industry standards to ensure a consistent and effective approach to service deliveryOversee 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 recurrenceYour ExperienceBachelors degree in computer science, information technology, or related fieldExtensive, progressive experience in IT operations and management, with significant experience in a leadership roleExperience directly managing workforce customer support desktop operation and help desk teamsLeadership experience within a large global and complex managed technology services organizationExtensive experience in IT leadership and management roles, including change management and leadershipDeep Experience leading and managing large scale IT projects and leading cross functional teamsExcellent communication skills, with the ability to convey technical information to both technical and nontechnical audiencesStrong problemsolving and analytical skills, with the ability to quickly diagnose and resolve complex IT issuesExperience in broadcast or media industry preferredHow We Get Things DoneThis 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.comguidingprinciples 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 WBDWarner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. 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 youre a qualified candidate with a disability and you require adjustments or accommodations during the job application andor recruitment process, please visit our accessibility page for instructions to submit your request.
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