WPP · London
Director of Service Delivery
WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-ge...
WPP is the trusted growth partner for the world’s leading brands.
We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative
enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing
platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.
We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.
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.
For more information, visit WPP.com.
Why we're hiring:
At WPP, technology is at the heart of everything we do, and it is WPP ET’s mission to enable everyone to collaborate, create and
thrive. WPP ET is undergoing a significant transformation to build the transformation platform that will power the next evolution
of WPP. WPP is on a journey to clarify and simplify the operating model between our brands and WPP, modernise and create
tech-enabled colleague experiences, and create an open, integrated technology innovation platform across WPP.
Along that journey we will ensure WPP ET is a destination for tech talent, modernise our ways of working, shift to cloud and
micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s
petabytes of data.
As we continue this journey, a Director of Service Delivery is required to lead the delivery and continuous improvement of core
enterprise technology services, ensuring high-quality, reliable and user-focused services across WPP. The role will own service
performance, service management, and the service desk, while also leading key vendor and partner relationships to deliver strong
operational outcomes and a consistently positive colleague experience.
What you'll be doing:
Service Delivery Leadership
- Lead the end-to-end delivery of core services, inc. overseeing the Service Desk and owning Service Management to ensure stable,
secure and reliable services for colleagues across WPP.
- Own operational service performance, with clear accountability for service quality, availability, responsiveness, resilience
and continual improvement.
- Oversee service management disciplines including incident, problem, change, request and major incident management, ensuring
effective governance and control.
- Define and manage service performance frameworks, including SLAs, OLAs, XLAs and KPIs, with reporting that drives action and
accountability.
- Act as a senior escalation point for service issues, balancing immediate resolution with root cause analysis and long-term
improvement.
Service Experience
- Shape and lead a service experience approach that puts colleague needs, outcomes and satisfaction at the centre of service
delivery.
- Use insight, feedback and service data to identify pain points, prioritise improvements and improve the overall experience of
services.
- Partner with business and technology stakeholders to ensure services are designed and delivered in a way that is simple,
effective and aligned to business needs.
- Embed a culture of continuous improvement, using service reviews, user sentiment and operational data to drive measurable
experience improvements.
Vendor and Partner Management
- Lead operational relationships with strategic vendors and delivery partners, ensuring services are delivered in line with
contractual commitments and expected outcomes.
- Monitor partner performance through robust governance, service reviews and performance reporting, holding partners to account
for quality, cost and improvement delivery.
- Work closely with procurement, finance and internal stakeholders to support commercial decisions, contract renewals, service
changes and risk management.
- Build effective, outcome-focused partnerships that support service transformation, operational efficiency and a consistently
strong colleague experience.=
Who You'll be working with:
- CIO, Technology Operations – Paul Timmins (line manager)
- Technology Operations Leadership Team
- Group CIO – Dominic Shine
- Agency and Corporate CIOs
- Agency c-suite leaders responsible for operational performance (CFO/COO)
What you'll need:
- Strong service delivery leadership experience, with a proven track record of leading large scale operational services in
complex, global and highly matrixed environments.
- Deep experience managing an outsourced service provider, with clear accountability for service quality, performance,
governance, cost control, contractual compliance and continuous improvement.
- Proven experience leading outsourcing and insourcing of service delivery functions, including service desk, with the ability to
manage transition, knowledge transfer, operating model change and service continuity.
- Strong service management expertise across incident, problem, change, request and major incident management, with strong
understanding of SLAs, OLAs, XLAs and KPI-based performance management.
- Strong service experience focus, with the ability to use colleague feedback, operational insight and service data to improve
experience and outcomes.
- Strong commercial and partner management capability, including experience working with procurement and finance on contracts,
renewals, service reviews, performance governance and cost optimisation.
- Experience of leading organisational and delivery model change across internal, outsourced, onshore and offshore teams, while
maintaining service stability and minimising operational disruption.
- Strong stakeholder management and communication skills, with the ability to engage credibly with senior technology and business
leaders, act as an escalation point and communicate service performance clearly.
- Strong knowledge of enabling technologies including ServiceNow and other tooling used to support enterprise service delivery.
- Experience operating at global scale, with a practical understanding of the challenges of delivering consistent service
outcomes across multiple regions, businesses and partner teams.
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.
PLEASE READ OUR PRIVACY NOTICE (HTTPS://WWW.WPP.COM/EN/CAREERS/WPP-PRIVACY-POLICY-FOR-RECRUITMENT) FOR MORE INFORMATION ON HOW WE