Overview
In this role, you will lead the end-to-end delivery of core technology services at WPP ET, ensuring stable, secure and reliable experiences for colleagues. You will own service performance, governance and the service desk, weaving in strong supplier and partner relationships to drive outcomes. You’ll shape a services mindset focused on colleague needs and continuous improvement, leveraging data to drive measurable experience enhancements. This is a strategic, global role that sits at the intersection of transformation initiatives and day-to-day operations, offering the chance to influence how technology enables growth across the company. You will play a pivotal role in modernizing operating,
Pay / Benefits
- hybrid work model
- opportunities at scale
- challenging and stimulating work
- focus on creativity and problem-solving
- collaborative culture
- focus on growth and development
Responsibilities
- Lead end-to-end delivery of core services, including oversight of the Service Desk and ownership of Service Management to ensure stable, secure and reliable services across WPP.
- Be accountable for operational service performance, defining and maintaining quality, availability, responsiveness, resilience and continual improvement.
- Manage incident, problem, change, request and major incident governance with clear accountability and reporting.
- Define and govern service performance frameworks (SLAs, OLAs, XLAs, KPIs) and drive action through reporting.
- Serve as senior escalation point to balance rapid resolution with root-cause analysis and long-term fixes.
- Shape a service experience approach centered on colleague needs and satisfaction, using data and feedback to drive improvements.
- Collaborate with business and tech stakeholders to design simple, effective services aligned to needs.
- Establish continuous improvement through service reviews and operational data to enhance experience.
- Lead supplier and partner management, ensuring contractual commitments and outcomes are met and governance is robust.
- Support commercial decisions, contract renewals, service changes and risk management in partnership with procurement and finance.
- Foster partnerships that enable service transformation and improve operational efficiency while maintaining strong colleague experience.
Key requirements
- Extensive service delivery leadership experience in large-scale, global, matrixed environments.
- Proven track record managing outsourced service providers with governance, cost control and continuous improvement accountability.
- Experience leading outsourcing and insourcing of service delivery functions (service desk included) and managing transitions and continuity.
- Strong expertise in incident, problem, change, request and major incident management and KPI-driven performance.
- Ability to translate colleague feedback and data into measurable improvements in service experience.
- Commercial and partner management skills, including working with procurement and finance on contracts and renewals.
- Experience leading organizational change across internal, outsourced, onshore and offshore teams while preserving service stability.
- Knowledge of enabling technologies such as ServiceNow and related enterprise service delivery tooling.
- Global-scale experience with cross-region, cross-business delivery.
- Stakeholder management
- Clear and credible communication with senior leaders
- Collaboration and cross-functional teamwork
- ServiceNow
- Incident/Problem/Change/ Major Incident management
- SLA/OLA/XLA/KPI frameworks
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