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
This operational leader role will set direction for multiple teams in Asia and based in the HCC – including but not limited to GSD, GWS and GTOC in the HCC. The role will have a strong operational focus on delivered globally aligned and standardized services across our support, crisis and operational excellence teams. The role will also lead HCC cross-collaboration across multiple IT Ops teams and partner closely with DTC & GCO leadership in Asia/HCC to build robust stakeholder partnerships.
Your Role Accountabilities
OPERATIONS/PROJECT MANAGEMENT
- Plan & manage work responsibilities multiple IT Ops team including GSD, GWS and GTOC teams in Asia, with existing operations team in the region.
- Assist in creating, applying, and upholding Service Management policies and procedures to align with the rest of the organization.
- Help set the strategy for managing responsibly & effectively multiple teams in the region, training strategy and work with international peers to drive a consistent process.
- Help set direction for global team with management of local vendors to ensure the delivery of IT services that are cost effective and of the highest quality.
- Fiscal efficiency - Support budget planning, track expenses to align with the organization fiscal goals.
- Work with Key business LT stakeholders to understand the business requirement and align the IT support requirement as per the need.
- Support the AI-first strategy for support – including wide-scale adoption of the Now-Assist tool and improving our self-heal/self-service customer focus by proactive problem management, partnership with Infra teams to reduce repetitive incidents and improvement knowledge management readiness for the customers.
- Manage the team’s regular work performance, reviews, performance improvement plans.
- Responsible to ensure a seamless onboarding and offboarding experience for employees across Americas region.
- Build close partnership with the other IT Ops LT in HCC, including Service Now and Reporting, to further enhance overall tool usage, optimization, automation and reportings for the global teams and functions.
- Escalations – act as the in-time zone escalation leader for LT escalations and rally the teams in the region to resolve escalations/heightened requests.
- Ensure that GWS comprehends and adheres to all Global Information Content Security policies and procedures.
- Tooling - work closely with our internal app teams like ServiceNow, Zoom, O365 to ensure our teams are best and most efficiently using the tools at our disposal.
- Partner with respective (Service Now team) to improve CMDB repository and up-keep of team/data pipelines.
- Improve our reporting outcome for all-up MPO, in partnership with Service Now and Power Bi teams to deliver advanced level reports for multiple teams.
- Partner with other regional leads (for Asia and Europe) and help deliver a standardized, exceeding level support from GWS/GSD teams.
STRATEGY
- Drive the operational excellence function for MPO, including reporting excellence, driving KPI & Metric based outcome measurement and streamlining incident and crisis management operations.
- Setup the Operational excellence global function and teams, build integration to measure, report and drive improvements across MPO functions.
- Business Relationship stewardship - collaborate with key LTs to understand needs and dependencies to better align business processes.
- Global Standardization - Assist in developing and executing a methodology to evaluate, prioritize and monitor the success of the business processes. Ensure team is functioning as a global function using universal KPIs, dashboards and reports.
- Work closely with various cross function orgs to understand the change, draw strategy to cover the support for global users.
- Ability to build a framework and drive development through dynamic business intelligence tools and dashboards for use in ongoing business planning and goal measurement through KPIs.
- Encourage a culture of innovation, teamwork, and ongoing education, with an emphasis on delivering high-quality customer service.
- Improve our employee review and goal management processes, in line with corporate guidelines and help develop a hi-po, performance-pay culture across all teams and regions.
ANALYTICS
- Develop comprehensive performance analysis of business processes and review ways of improvement.
- Deliver all-up reporting for the teams, with clearly defined KPIs and Metrics to measure success and drive team, process and operational improvement pipeline, in partnership with other regional leads (Asia, Europe).
Qualifications & Experiences
- 12+ years of prior experience in a related field (media, entertainment, business development or streaming services industry experience a plus)
- Experience managing/leading crisis, incident and support (Service Desk/Desk side) teams at global corporations with exceeding focus on service delivery and improvements.
- 5+ years of People leadership, coaching and culture management in a multi-location setup.
- Superior analytical and problem-solving skills, including power Bi & Service now tools.
- Experience developing financial models in Excel AND facilitating business discussions.
- Expert user of Microsoft Office (Excel, PowerPoint, Word) to prepare all documents, presentations, graphs, briefings, and worksheets.
- A passion for accuracy and translating insights into a compelling narrative; able to maintain a balance between the details and the larger picture.
- Excellent written and verbal communication.
- Superb relationship building skills.
- Work collaboratively w/small teams.
- Ability to handle multiple assignments concurrently.
Not Required But Preferred Experience
- Educational qualification - master’s degree in computers.
- 10+ years of post-master’s degree experience in a related field (entertainment or entertainment)
- Incident & Crisis management leader
- Six Sigma and ITIL Certified
- Knowledge of and passion for media, entertainment, and technology industries (including key players, growth trends and drivers, new media models, industry structure, etc.)
- Familiarity with streaming and similar products/services
- Experience working in a national or global company
- Some visualization tool knowledge would be helpful (i.e. Tableau, Power BI)
- Comfortable in working in highly iterative and somewhat unstructured environment
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.
