Job description
WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.
Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.
WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.
Our people are the key to our success. We’re committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.
Why we’re hiring:
The Director Service Delivery is a key leadership role responsible for ensuring the efficient and effective delivery of technology support services to the business. This role involves overseeing the delivery of service desk and service assurance functions globally, enhancing the technology operational framework, and maintaininga high level of customer experience & satisfaction.
WPP is embarking on a major 3-year Transformation to simplify, modernise, and unify its technology platforms across the group. This change is critical to:
- Enable cost-effective transformation and operational efficiency
- Accelerate adoption of AI, data, and digital platforms
- Ensure consistent delivery of value and benefits across all agencies and markets
- Minimise disruption and maximise engagement during large-scale change
A dedicated Programme Director is needed to orchestrate the people side of this transformation, ensuring that new ways of working are adopted, benefits are realised, and change fatigue is minimised
What you’ll be doing:
Service Leadership and Strategy:
- Lead the service desk and support team to ensure service delivery aligns with the overall employee value proposition.
- Identify opportunities for service improvement in close collaboration with senior business stakeholders, ultimately driving a robust customer/employee experience.
- Evaluate and improve the service management framework to enhance operational efficiency and customer satisfaction.
Utilising Digital Tools and Performance Measurement:
- Implement and leverage digital tools, including IT service management software, employee feedback platforms, data analytics solutions, and AI-driven virtual employee personas, to assess service efficacy and identify opportunities for growth and improvement.
- Define and establish an overall Service Level & Experience Management framework (XLAs, SLAs, OLAs, and KPIs) to ensure service quality and performance measurement.
- Own, manage, and continually update the IT Service Catalogue & service performance metrics.
Operational Management and Vendor Collaboration:
- Ensure adherence to established processes and standards, performance reporting, budget management, corporate/regional alignment, and resource allocation.
- Collaborate with vendors and service providers to optimize service delivery in line with contractual expectations and quality standards.
Customer Satisfaction and Relationship Management:
- Drive customer satisfaction by ensuring best in class service delivery and improved customer relationships.
Who you’ll be working with:
- CIO, Tech Ops
- Senior Director of Tech Ops
- Cluster Tech Ops Directors
- Regional Tech Ops Directors
- Wider Tech Ops team
- Cluster & Agency CIOs
- Agency C-suite
- Senior People Partner (TechOps)
What you’ll need:
Critical Knowledge and Experience:
- IT Service Management Experience: Proficiency in incident, problem, change & request management, leveraging ITIL or similar frameworks.
- Leadership Capabilities: leading and managing large teams, particularly in Service Delivery.
- Technical Knowledge: Broad understanding of diverse Technology functions, principles, systems, and tools.
- Stakeholder Engagement: Experience in vendor management, negotiation, and SLA management is advantageous.
- Strategic Thinking and Business Acumen: Skilled in designing and executing strategic initiatives , with an ability to analyze data, identify trends, and make data-driven decisions.
Skills:
- Broad knowledge of diverse business functions
- Proficiency in handling service desk operations and service management activities.
- Experience in developing productive relationships and partnerships.
- Extensive experience implementing digital tools in IT service settings.
- Proven experience in delivering projects within time and cost constraints.
- ITIL certification preferred with the ability to perform under pressure.
- Excellent vendor management skills.
- Demonstrated leadership and team management abilities.
Who you are:
You’re open : We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.
You’re optimistic : We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.
You’re extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.
What we’ll give you:
Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.
Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.
Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?
#LI-Hybrid
We believe the best work happens when we’re together, fostering creativity, collaboration, and connection. That’s why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
