**_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.
Your New Role **:**
The **Lead Service Level Manage ment** will play a pivotal role within the Enterprise Service Management (ESM) office, responsible for the definition, alignment, and governance of the enterprise-wide Service Level Framework (SLF). Based in **Atlanta** , this role ensures that service level agreements (SLAs) and operational level agreements (OLAs) are aligned with business expectations, ESM standards, and industry best practices.
This role will be central to driving a consistent and proactive approach to service level management by partnering with service owners, service delivery managers, service architects, and external suppliers. The Lead Service Level Manager will lead the negotiation and implementation of SLAs and OLAs that reflect business priorities and are embedded into the ESM framework using the ServiceNow platform.
The ideal candidate will have deep expertise in in ITSM process design , strong governance acumen , and a demonstrated track record of delivering measurable improvements in service performance and accountability across global, cross-functional environments.
Your Role Accountabilities:
SERVICE LEVEL MANAGEMENT EXECUTION (40%)
+ Own and manage the end-to-end service level management process (SLM) across the enterprise, ensuring it aligns with ITIL best practices and organizational goals.
+ Participate in the d esign, implement ation , and evol ution of SLA and OLA frameworks that deliver consistent, timely, and effective service to end users.
+ Collaborate with service owners and delivery managers to monitor adoption and alignment and take action when thresholds are breached.
PROCESS OPTIMIZATION (30%)
+ Establish robust governance forums and process KPIs to monitor usage, compliance, and performance of the SLM process.
+ Leverage ServiceNow performance and platform analytics to track SLA/OLA performance and identify trends.
+ Conduct regular reviews of agreements, adjusting targets and commitments based on changing priorities and performance data.
+ Drive a culture of continuous improvement by regularly assessing process health, gathering stakeholder feedback, and applying lessons learned.
STAKEHOLDER ENGAGEMENT (20%)
+ Act as the liaison between business units, service management teams, and external vendors to align expectations and resolve conflicts related to service performance.
+ Partner with Product Management to support backlog grooming, sprint planning, and story prioritization related to service level capabilities and enhancements.
+ Build strong relationships with platform, compliance, risk, and operations stakeholders to ensure process alignment with technical architecture, policy, and business needs.
LEADERSHIP & ENABLEMENT (10%)
+ Communicate process strategy, progress, and value to a broad audience, securing buy-in from senior leadership and delivery teams.
+ Coach and mentor junior service management professionals, building ESM capabilities in service accountability and performance.
+ Represent the ESM office in enterprise forums and leadership discussions on service quality, SLAs, and customer satisfaction.
Qualifications & Experiences:
+ 6 + years of experience in IT service management, with a focus on service level management, service performance, and ITSM frameworks.
+ Proven success in defining and managing SLAs/OLAs within a large-scale enterprise or shared services environment , preferably within ServiceNow .
+ Deep understanding of ITIL practices, including Service Level Management, Service Design, and Continual Improvement.
+ Strong negotiation and relationship management skills with a history of engaging both internal stakeholders and external suppliers.
+ Bachelor's degree in Information Systems , Business Administration, or related field.
Not Required but P referred E xperience:
+ ITIL v4 Managing Professional or Strategic Leader certification.
+ Familiarity with ISO/IEC 20000 or COBIT frameworks related to IT governance and service delivery.
+ Experience in large enterprise or global organization 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 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, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status 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.