Lead, Incident Management Process (ServiceNow)

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 bringing our characters to life, the bringing them to your living rooms and the 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, Incident Management Process will play a pivotal role within the Enterprise Service Management (ESM) office, overseeing the incident management process. This role is essential for ensuring the effective resolution of incidents to minimize impact on business operations through the design, implementation, and continual improvement of the incident management 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, other ITSM process leads, and Product Management, to ensure the incident management 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 incident management excellence, improving user experience, enhancing operational efficiency, and aligning service management with ITIL and business best practices.

Your Role Accountabilities…

Incident Management

• Own and manage the end-to-end incident management and major incident processes across the enterprise, ensuring alignment with ITIL best practices and organizational goals.

• Participate in the design, implementation, and evolution of incident workflows and configurations that deliver consistent, timely, and effective issue resolution.

• Collaborate with the other ITSM process leads to ensure incident management process alignment with the broader service management objectives.

• Ensure incident management practices support varying incident severities and priorities, while balancing efficiency with appropriate governance.

Process Optimization

• Establish robust governance forums and process KPIs to monitor usage, compliance, and performance of the incident management and major incident management processes.

• Identify and lead initiatives to streamline workflows, remove bottlenecks, reduce incident resolution 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

• Act as the primary liaison for the incident management and major incident processes, collaborating closely with IT operations teams, business units, and process owners across the service management landscape.

• Partner with Product Management to support backlog grooming, sprint planning, and story prioritization related to incident management 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

• 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 incident management.

• 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 incident management tools and reports.

Qualifications & Experiences…

• 6+ years of professional experience in IT Service Management, with a strong focus on process analysis, optimization, and documentation.

• In-depth knowledge of ITIL practices, particularly incident management and major incident management, and demonstrated experience applying them in large-scale enterprise environments.

• Hands-on experience working with ServiceNow required, including reporting, dashboard creation, and ITSM module familiarity (Incident, Change, Problem, Knowledge, CMDB, etc.).

• Experience in developing and maintaining process documentation, workflow diagrams, and training materials.

• Strong problem-solving skills and the ability to optimize complex processes.

• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.

• Bachelor’s degree in Information Technology, Business Administration, or related field.

Not Required but preferred experience:

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

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

• Experience working in Agile or hybrid work environments.

On June 9, 2025, Warner Bros. Discovery announced plans to separate into two publicly traded companies, Warner Bros. and Discovery Global, with an expected completion in mid-2026. For more details, including leadership appointments and information on individual brands, please visit our newsroom .

​Although you will be hired by Warner Bros. Discovery, upon the planned separation in 2026, your employment likely will transition to Warner Bros. Company or transition to Discovery Global. During this period of transformation, you’ll have an exciting opportunity to lay the foundation at one of the world’s premier entertainment brands.

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 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.