Senior Staff, Business Engagement Manager (ServiceNow)

Job Position(s): Senior Staff, Business Engagement Manager (ServiceNow)

 

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 Senior Staff, Business Engagement Manager will play a critical role in the Enterprise Service Management (ESM) organization, serving as a strategic liaison between the ESM office and key business and technology stakeholders. This position will be based in Atlanta and will focus on developing and sustaining trusted, strategic partnerships that ensure business strategies, priorities, and requirements are accurately captured and effectively integrated into ESM planning and decision-making. 

The successful candidate will champion value realization from ESM services, drive alignment through collaborative planning, and enhance the customer experience through strong stakeholder advocacy. They will work closely with service delivery managers, service performance managers, product managers, and project and portfolio managers to ensure services are relevant, high-performing, and strategically aligned. 

Your Role Accountabilities…

Strategic Relationship Management 

• Build and maintain strong, trust-based relationships with key business and technology leaders across the enterprise. 

• Serve as the primary ESM liaison to assigned stakeholder groups, ensuring continuous alignment of ESM initiatives with business priorities. 

• Partner closely with Service Delivery Managers to translate stakeholder strategies, challenges, and goals into actionable inputs for service management strategy, planning, and delivery. 

Business Engagement & Influence 

• Represent the voice of the customer in service planning discussions, helping to shape ESM services that are relevant, impactful, and value driven. 

• Lead regular engagement forums with stakeholder groups to surface needs, gather feedback, and communicate service performance and improvements. 

• Use data-driven insights and performance analytics to shape meaningful stakeholder conversations, build credibility, and influence direction. 

Service Management Integration 

• Collaborate with ESM teams to ensure stakeholder requirements are reflected in service roadmaps, capability development, and operational improvements. 

• Support prioritization of initiatives by providing insight into business value, urgency, and strategic fit. 

• Act as an advocate for service management principles and processes within stakeholder communities. 

Communication & Reporting 

• Develop and deliver high-quality reports, presentations, and updates that articulate service performance, trends, and value to business partners. 

• Ensure timely communication of projects, demands, defects, and system upgrades that affect stakeholder areas. 

• Synthesize complex feedback from multiple business units into clear, actionable insights for ESM leadership. 

Continuous Improvement & Enablement  

• Identify opportunities to enhance the business engagement model, fostering a culture of partnership, innovation, and continuous feedback. 

• Contribute to the development of standards, playbooks, and best practices for stakeholder engagement within the ESM organization. 

• Mentor junior team members and promote knowledge sharing and capability uplift across the team. 

Qualifications & Experiences… 

• 12+ years of experience in stakeholder management, service management, or enterprise relationship management, including at least 3 years in a senior or strategic role. 

• Proven ability to build influential relationships and act as a trusted advisor to senior business and technology leaders. 

• Strong understanding of IT service management principles and enterprise service delivery models. 

• Excellent communication, facilitation, and negotiation skills, with the ability to influence at all levels of the organization. 

• Demonstrated success in navigating complex, matrixed environments and balancing competing priorities. 

• Bachelor’s degree in Business Administration, Information Systems, Communications, or a related field (Master’s degree preferred). 

Not Required but Preferred Experience: 

• ITIL v4 certification or equivalent experience in service management frameworks. 

• Experience using ServiceNow or similar platforms for service delivery and performance reporting. 

• Familiarity with Agile or SAFe methodologies and strategic planning practices. 

• Experience in the media and entertainment industry or large-scale enterprise 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 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, 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.