Director of Service Delivery

*For internal WPP employees, we welcome applications from all regions*

Why we're hiring:

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

As Director of Service Delivery, you will play a vital role in ensuring our technology support services consistently exceed expectations. You will lead a team of dedicated professionals, overseeing the global delivery of service desk and service assurance functions. Your leadership will be instrumental in enhancing our technology operational framework and cultivating a culture of exceptional customer experience and satisfaction.

What you'll be doing:

• Lead and inspire the service desk and support team to deliver services that align with and enhance our overall employee value proposition.
• Proactively identify opportunities for service improvement in close collaboration with senior business stakeholders, championing initiatives that drive a superior customer/employee experience.
• Continuously evaluate and enhance the service management framework to maximize operational efficiency and customer satisfaction.
• Implement and leverage a range of digital tools, including IT service management software, employee feedback platforms, data analytics solutions, and AI-driven virtual assistants, to assess service efficacy and identify opportunities for growth and improvement.
• Define and establish a comprehensive Service Level & Experience Management framework (including XLAs, SLAs, OLAs, and KPIs) to ensure consistent service quality and robust performance measurement.
• Own, manage, and continuously update the IT Service Catalogue and service performance metrics, ensuring accuracy and transparency.
• Ensure adherence to established processes and standards, performance reporting, budget management, corporate/regional alignment, and effective resource allocation.
• Collaborate closely with vendors and service providers to optimize service delivery, ensuring alignment with contractual expectations and quality standards.
• Promote a customer-centric approach, driving high levels of customer satisfaction through exceptional service delivery and strong customer relationships.

What you'll need:

• A broad understanding of diverse business functions and their technology needs.
• Proven experience in managing service desk operations and service management activities within a large, complex organization.
• A demonstrated ability to develop and nurture productive relationships and partnerships with stakeholders at all levels.
• Extensive experience implementing and leveraging digital tools to enhance IT service delivery and support.
• A track record of successfully delivering projects within time and cost constraints.
• ITIL certification is preferred, demonstrating a strong understanding of IT service management best practices.
• Excellent vendor management skills, with the ability to negotiate effectively and manage SLAs.
• Proven leadership and team management abilities, fostering a culture of collaboration, accountability, and high performance.
• Strong problem-solving skills, adaptability to changing priorities, and the ability to handle emergencies efficiently and effectively.
• Deep experience in incident, problem, change, and request management, leveraging ITIL or similar frameworks.
• A broad understanding of diverse technology functions, principles, systems, and tools.
• Experience in vendor management, negotiation, and SLA management.
• Strategic thinking and business acumen, with the ability to analyse data, identify trends, and make data-driven decisions.

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 accepting: of 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 promote a culture of people that 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?