Director, Workforce Support LATAM

Welcome to Warner Bros. Discovery the stuff dreams are made of.

Who We Are

When we say the stuff dreams are made of were not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs 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 whats 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:

This role sets direction for managing IT support services via Tech Bars & the Global Service Desk in the Latin America region with ability to deliver a high-quality support strategy. This role is highly visible and is an integral link between the IT service delivery leadership teams and our end users. This role needs to work with global teams and Leadership teams in Atlanta and mainland Americas to build strategies and processes aligned with WBDs end-user computer support needs.

Your Role Accountabilities:

OPERATIONS/PROJECT MANAGEMENT
Plan & manage work responsibilities for Workforce Support & Service Desk for South America region with existing operations team in the region.
Assist in creating applying and upholding Service Management policies and procedures within GWS to align with the rest of the organization.
Help set the strategy for managing responsibly & effectively multiple teams in the region training strategy and work with international peers to drive a consistent process.

Help set direction for global team with management of local vendors to ensure the delivery of IT services that are cost effective and of the highest quality.
Fiscal efficiency - Support budget planning track expenses to align with the organization fiscal goals.
Work with Key business LT stakeholders to understand the business requirement and align the IT support requirement as per the need.
Manage the teams regular work performance reviews performance improvement plans.
Responsible to ensure a seamless onboarding and offboarding experience for employees across Americas region.
Hardware Ordering/Budget Management Improved hardware ordering and procurement alignment for new/refresh and other hardware needs for WBD customers in Americas.
Lead in the development of hardware standards to reduce costs and enhance support.
Escalations act as the in-time zone escalation leader for LT escalations and rally the teams in the region to resolve escalations/heightened requests.
Ensure that GWS comprehends and adheres to all Global Information Content Security policies and procedures.
Participate in the T&O intake approval process to review all Intake requests to validate and verify everything is accounted for from a support perspective.
Tooling - work closely with our internal app teams like ServiceNow Zoom O365 to ensure our teams are best and most efficiently using the tools at our disposal.

STRATEGY
Help set strategy for Global Service Desk and Workforce Support technical resources to support PC MacOS mobile devices and other technical areas.
Business Relationship stewardship - collaborate with key stakeholders to understand needs and dependencies to better align business processes.
Global Standardization - Assist in developing and executing a methodology to evaluate prioritize and monitor the success of the business processes. Ensure team is functioning as a global function using universal KPIs dashboards and reports.
Work closely with various cross function org to understand the change draw strategy to cover the support for global users.
Ability to build a framework and drive development through dynamic business intelligence tools and dashboards for use in ongoing business planning and goal measurement through KPIs.

ANALYTICS
Develop comprehensive performance analysis of business processes and review ways of improvement.

Qualifications & Experiences:
10 years of prior experience in a related field
Superior analytical and problem-solving skills including power Bi & Service now tools.
Experience developing financial models in Excel AND facilitating business discussions.
Expert user of Microsoft Office (Excel PowerPoint Word) to prepare all documents presentations graphs briefings and worksheets.

Not Required but preferred experience:
Educational qualification - masters degree in computers.
Knowledge of and passion for media entertainment and technology industries
Some visualization tool knowledge would be helpful (i.e. Tableau Power BI)

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

If youre 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.