Director - Service Management Operations

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.

Your New Role:

- The Director, Service Management Operations will play a pivotal role in optimizing the delivery and management of IT services to enhance operational efficiency and user satisfaction within the ServiceNow environment.

- This position is based in Hyderabad and is responsible for leading the ITSM service operations team, which includes process managers and analysts.

- The role involves leveraging ServiceNow's capabilities to streamline processes, reduce response times, improve service quality, and ensure that all service requests and incidents are addressed promptly and effectively, as well as drive strategic initiatives that enhance service delivery and operational efficiency.

- As a key leader in the Enterprise Service Management Office (ESMO), the Director will collaborate with cross-functional teams to ensure the effective management and support of service management processes.

- The focus will be on driving continuous improvement initiatives, utilizing data-driven insights and analytics within ServiceNow to proactively identify trends and root causes of major incidents, thereby preventing future disruptions and enhancing the overall stability of IT services.

- Key responsibilities include managing service management operations, optimizing process delivery, and collaborating with stakeholders to ensure successful implementation of service management initiatives.

- This role requires a detail-oriented professional with a strong background in ITSM and operations management.

Your Role Accountabilities:

REQUEST FULFILLMENT:

- Lead the Request Fulfillment team to address service requests raised by WBD users and groups effectively and efficiently.

- Ensure ServiceNow workflows are configured to meet organizational needs for request fulfillment.

- Monitor and report on service performance metrics related to request fulfillment.

- Drive continuous improvement initiatives to enhance the efficiency of request fulfillment processes.

- Collaborate with stakeholders to understand and prioritize service requests.

PROBLEM, CHANGE, AND INCIDENT MANAGEMENT:

- Lead the Problem Management process manager to determine the root cause of issues that result in Major Incidents and establish resolutions.

- Coordinate Problem Investigation and Root Cause Analysis activities.

- Work with teams to identify Error options including cost vs benefit for implementation.

- Conduct Trend Analysis activity and Proactive Problem identification.

- Respond to user queries and escalations for Problem Management.

CHANGE MANAGEMENT:

- Lead the Change Management process manager to ensure standardized methods and procedures are used for the efficient and prompt handling of all changes.

- Manage Change Advisory Boards (CABs) and approve Requests for Change (RFCs).

- Manage change escalations including Emergency CABs.

- Support user queries related to the Change process.

- Document and analyze data and generate reports related to Change Management.

INCIDENT MANAGEMENT:

- Lead the Incident Management process manager to monitor and report on service performance metrics related to incidents.

- Ensure ServiceNow workflows are configured to meet organizational needs for incident management.

- Drive continuous improvement initiatives to enhance the efficiency of incident management processes.

- Collaborate with stakeholders to understand and prioritize incident resolution.

- Respond to user queries and escalations for Incident Management.

SERVICE OPERATIONS:

- Lead the Service Operations team to ensure the effective management and support of service management processes.

- Monitor service delivery to maintain and support expected/high performance levels and service delivery optimization.

- Manage the service catalog, ensuring services are accurately recorded throughout their lifecycle.

- Measure, analyze and report on performance of the ESM Organization and its services.

- Work with Business Engagement to understand business needs and opportunities for innovation.

Qualifications & Experiences:

- 12+ years of experience in service management operations, preferably within a large-scale enterprise environment.

- Proven track record of leading and managing service management teams, including Request Fulfillment, Problem Management, Change Management, Incident Management, and Service Operations.

- Strong understanding of ServiceNow functionalities and the ability to tailor its features to optimize service management processes.

- Excellent leadership and communication skills, with the ability to effectively manage teams and collaborate with stakeholders across the organization.

- Analytical skills to interpret data from ServiceNow and make informed decisions to improve service delivery.

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

- ITIL certification or equivalent.

- Experience with ServiceNow and other ITSM tools and platforms.

- Experience in managing high-performing global teams.