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:
We are seeking a highly skilled and experienced Sub-Regional EUS (End User Services) Manager for South Asia to join our global organisation, WPP. The successful candidate will oversee IT support and services provided to end users within the South Asia sub-region, ensuring high-quality service delivery and continuous improvement in our Tech Ops organisation. This role will also partner with the Businesses to align ET services with business needs and strategic direction, whilst fostering strong stakeholder relationships.
What you’ll be doing:
Key Responsibilities
Leadership and Management:
- Oversee the operations and support functions across multiple countries within the sub-region.
- Manage and guide EUS Leads and Engineers, ensuring they meet their objectives and provide high-quality support to all users within WPP.
Strategic Planning and Resource Allocation:
- Develop and implement strategic plans for end-user services in the sub-region.
- Allocate resources effectively to ensure optimal support and service delivery.
Collaboration and Coordination:
- Work closely with Market Managers, City/Campus Leads, and other regional managers to ensure alignment and coordination of ET services.
- Collaborate with other departments such as Infra & Ops, Strat & Transform and Modern Workplace to ensure comprehensive support.
Service Quality and Improvement:
- Monitor and improve the quality of end-user services, ensuring that support teams meet their performance targets.
- Implement continuous improvement initiatives to enhance service delivery and user satisfaction.
Incident and Problem Management:
- Oversee the resolution of incidents and problems, ensuring timely and effective responses to end-user issues.
- Ensure that all incidents are properly documented and analysed to prevent recurrence.
Policy and Procedure Implementation:
- Feed into development of and enforce policies and procedures for end-user services to ensure consistency and compliance with organisational standards.
Training and Development:
- Provide training and development opportunities for EUS staff to enhance their skills and knowledge.
- Ensure that the team is up-to-date with the latest technologies and best practices in end-user support.
Performance Monitoring and Reporting:
- Monitor the performance of end-user services and generate reports to track key performance indicators (KPIs).
- Use performance data to identify areas for improvement and implement corrective actions.
Stakeholder Communication and Relationship Management:
- Partner with the business to understand and align ET services with business needs and strategic direction.
- Foster strong relationships with key stakeholders, including senior management, to provide updates on service performance and improvement initiatives. Be their trusted contact to navigate the ET (Enterprise Technology) functions and Capabilities.
- Serve as the primary point of contact for business service issues, technology enquiries and other requirements for the business from ET within the sub-region.
Business Partnering:
- Engage with business units to understand their ET requirements and ensure that IT services are aligned with business objectives.
- Work closely with business leaders to identify opportunities for leveraging Technology to drive business value and innovation.
Security and Compliance:
- Working closely with ET partners in Infra Ops as well as the CRC (Cyber, Risk & Compliance) team to help protect and secure the WPP Technology Stack
- Enablement and verification of Monthly reporting on compliance and audit for EUS areas
- Support in driving remediation and changes where required via business engagement
What you’ll need:
• Bachelor’s degree in Information Technology, Computer Science or a related field. Or relevant experience within Information Technology.
• Proven experience in IT management, particularly in end-user services.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to develop and implement strategic plans.
• Strong problem-solving and analytical skills.
• Knowledge of ITIL or other IT service management frameworks is a plus.
• Experience in IT partnering with businesses and relationship management is highly desirable.
Additional Information
• Location: This role will be based in one of our sub-regional offices.
• Reports to: Head of End User Services.
• Travel: Occasional travel within the sub-region may be required.
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?
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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.
