Lead, Request Fulfillment Process Management

Job Position(s): Lead, Request Fulfillment Process Management

 

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, Request Fulfillment Process Management will play a pivotal role within the Enterprise Service Management (ESM) office, overseeing the entire lifecycle of service requests across the organization. This role is essential for ensuring the efficient, timely, and high-quality delivery of IT services through the design, implementation, and continual improvement of the request fulfillment process. The position will be based in Atlanta. 

As a key leader in the IT Service Management (ITSM) function, the Lead will partner with cross-functional teams, including ServiceNow platform owners, the Request Catalog Manager, and Product Management, to ensure the request fulfillment process is tightly aligned with enterprise service strategies and platform capabilities. The role demands deep experience in ITSM process design, strong governance acumen, and a passion for continuous improvement. 

The ideal candidate will have a proven track record in driving request fulfillment excellence, improving user experience, enhancing operational efficiency, and aligning service management with ITIL and business best practices. 

Your Role Accountabilities…

Incident Management (40%)  

• Own and manage the end-to-end request fulfillment process across the enterprise, ensuring it aligns with ITIL best practices and organizational goals. 

• Participate in the design, implementation, and evolution of request workflows and models that deliver consistent, timely, and effective service to end users. 

• Collaborate with the Request Catalog Manager to ensure process alignment with the broader service catalog strategy, maintaining clarity, accuracy, and usability of request items. 

• Ensure fulfillment practices support varying request types (standard, expedited, complex) while balancing efficiency with appropriate governance. 

Process Optimization (30%)  

• Establish robust governance forums and process KPIs to monitor usage, compliance, and performance of the request fulfillment process. 

• Identify and lead initiatives to streamline workflows, remove bottlenecks, reduce fulfillment cycle time, and improve overall process quality. 

• Leverage data and analytics to assess performance, uncover trends, and drive data-informed decisions that elevate process maturity and efficiency. 

• Implement best practices and automation strategies using the ServiceNow platform to enhance self-service capabilities and reduce manual effort. 

Stakeholder Engagement (20%) 

• Act as the primary liaison for the request fulfillment process, collaborating closely with IT operations teams, business units, and process owners across ITSM. 

• Partner with Product Management to support backlog grooming, sprint planning, and story prioritization related to request fulfillment capabilities and enhancements. 

• Build strong relationships with platform, compliance, risk, and operations stakeholders to ensure process alignment with technical architecture, policy, and business needs. 

• Communicate process strategy, progress, and value to a broad audience, securing buy-in from senior leadership and delivery teams. 

Continuous Improvement (10%) 

• Drive a culture of continuous improvement by regularly assessing process health, gathering stakeholder feedback, and applying lessons learned. 

• Stay abreast of industry trends, ITSM/ITOM/ITAM best practices, and emerging ServiceNow features that can be leveraged to modernize request fulfillment. 

• Lead periodic reviews and health checks of the process to ensure effectiveness, scalability, and relevance in a changing technology and business landscape. 

• Coach teams on process best practices, compliance expectations, and the effective use of request management tools and reports. 

Qualifications & Experiences…

• 6+ years of experience in IT service management or IT operations, with at least 3 years in a process management or service delivery leadership role. 

• Deep understanding of ITIL practices, particularly request fulfillment and service catalog management. 

• Proven experience working with the ServiceNow platform to support ITSM processes, including request workflows and catalog design. 

• Demonstrated success in leading process improvement initiatives and driving adoption across cross-functional teams. 

• Strong analytical and reporting skills; able to turn data into actionable insights. 

• Excellent stakeholder engagement and communication skills across technical and business audiences. 

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

Not Required but preferred experience: 

• ITIL v4 Foundation certification (higher-level certifications such as Managing Professional are a plus). 

• ServiceNow CIS–ITSM or similar ServiceNow certifications. 

• Familiarity with enterprise governance frameworks and compliance controls. 

• Experience supporting global or enterprise-level service delivery organizations. 

• Experience working in Agile or hybrid work 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.