Senior Director Of Service Delivery Technology

Job Description

Job Description:

Job Title: Senior Director of Service Delivery Technology

A little bit about our team:

Global team of dynamic, creative and collaborative problems solvers working together to build highly secure and scalable solutions to drive innovation and operational excellence. We are customer focused, always making the user experience paramount. This global team supports 6,500+ users in over 80 countries.

Your role:

You will get the opportunity to make your mark as the Senior Director of Service Delivery Technology; Setting the vision, strategy and driving operations of the Warner Music Group Global Service Delivery platforms. Using ServiceNow, Moveworks and other service delivery toolsets, you will lead and collaborate with a group of forward thinkers, working on a shift left mentality to Service Operations in a global environment.

Here you'll get to:
• Utilize your ServiceNow administrative talents every day configuring WMG's platform.
• Own the vision, strategy and development of the WMG Global Service Delivery technologies (ServiceNow & Moveworks)
• Be the ServiceNow SME in order to provide solutions and best practices for engineering team assigned work responsibilities
• Work with peers to re-invision all existing Service Delivery processes with a focus on user self-service and automation
• Lead collaboration amongst a global team of internal and external contributors
• Use your technical abilities to mentor junior staff and develop a global platform support team
• Help define global operational strategies affecting support of internal and external customers
• Define and implement a strategy to drive the adoption of service management tools
• Construct operational voice of customer ITSM strategy around processes and tools and map to business value.
• Manage 3rd parties and vendors to drive outcomes and value from the service delivery platforms
• Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders
• Participate in M&A activity and lead the on-boarding of new acquisitions to the WMG Global service delivery platforms

About you:
• An independent and disciplined hands-on technical leader
• Passionate about technology and service delivery platforms, specifically ServiceNow and Moveworks
• Possess a series of ServiceNow related certifications and/or proven experience with ServiceNow administration and development
• Have expertise in coding and scripting, including but not limited to PowerShell, JavaScript, and integrations via web-based API's (i.e., REST, SOAP, GraphQL)
• Keeps up on current trends and can incorporate new ideas into workplace solutions
• Enjoy mentoring less experienced staff
• Proven ability to effectively prioritize and execute tasks, delivering across multiple projects and multiple geographies
• Can deliver cohesive and comprehensive progress reports to Executive leadership.
• Strong understanding of the software development life cycle and agile operating models.
• Familiar with and have working knowledge of basic cybersecurity principles
• An outside the box & user experienced based thinker, able to understand business problems and derive efficient solutions
• Take pride in documenting requirements and workflows and translate them into working processes
• Can drive an agile SDLC environment and be a point of escalation for technical issues
• Able to collect business requirements and convert them to clearly documented and efficient processes.
• Background in ITIL, Service Management, Asset Management, IT Management, IT Operations, UX/UI
• Extensive knowledge and experience integrating and managing API's and SaaS's

We'd love it if you also had:
• 5+ years' experience as a ServiceNow System Administrator and Developer.
• 5+ years' experience with IT Service Management tools.
• 5+ years' experience with JAVA Script.
• Proven track record of managing a diverse project team to achieve desired goals
• Demonstrated ability to implement mature ITSM practices in a fast-changing organization
• Familiar with Jira & Confluence and its possible integrations with ServiceNow
• Demonstrated technical expertise in web technology and the ability to learn new technology
• Exceptional communication and presentation skills to include technical and business concepts.
• Experienced in programming languages or developing platform applications.

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Job Posting Range
$140,000 to $160,000 Annually

Job Posting Ranges are included for NYC based and 100% remote roles where talent can be located in NYC. The actual base pay is dependent upon many factors, such as work experience and business needs. The pay range is subject to change at any time dependent on a variety of internal and external factors.

Jobcode: Reference SBJ-ren251-18-217-116-183-42 in your application.