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Warner Bros. Discovery
Lead, Service Level Management
Lead Service Level Management at Warner Bros. Discovery, Atlanta. Drive enterprise SLA/OLA governance using ServiceNow. 6+ yrs ITSM, ITIL expertise required. Health, 401k, PTO, tuition reimbursement.
Direct Hire
Senior
ServiceNow Role Type:
ServiceNow Modules:
Discovery
Governance, Risk, and Compliance
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - Discovery
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
November 13, 2025
Welcome to Warner Bros. Discovery... the stuff dreams are made of. The Lead Service Level Management 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).
Requirements
- 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.
Benefits
- Health, dental, and vision insurance
- 401(k) plan
- Paid time off
- Paid parental leave
- Employee assistance program
- Tuition reimbursement
Requirements Summary
6+ years of IT service management experience, proven success in defining and managing SLAs/OLAs, and deep understanding of ITIL practices
