Description
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:
WPP is undertaking a major transformation of its enterprise Service Management capability, replacing its existing ServiceNow platform with a modern, AI-enabled service management platform that will establish a simpler, more standardised, and scalable global operating model. The current environment has evolved over many years and now requires a structured re-platforming programme to remove legacy complexity, reduce fragmentation, improve governance, and align more closely with industry best practice.
This role will own the platform that underpins service management across Technology Operations and the wider Enterprise Technology team along with Finance, HR, and other corporate functions, making it a strategically important platform. Working with senior stakeholders and strategic implementation partners, you will define and deliver the future service management capability, ensuring the platform, operating model, governance, and service management processes support a modern, scalable, AI-enabled enterprise.
The successful candidate will bring deep expertise in Enterprise Service Management and ITIL, with the judgement to apply industry best practice pragmatically rather than dogmatically. You will understand how to leverage the best elements of ITIL and modern service management frameworks to design efficient, automated, and user-centric services that improve employee experience, simplify operations, and provide a scalable foundation for WPP’s future.
What you'll be doing:
- Lead the end-to-end transformation of WPP’s Service Management Platform across strategy, design, delivery, migration, rollout and adoption.
- Define and execute a comprehensive transformation plan aligned to WPP’s Technology Operations strategy, including a clean rebuild approach that prioritises standard platform capabilities and reduces customisation.
- Remove legacy complexity, duplication, fragmented processes and technical debt while establishing a single, coherent global operating model for service management.
- Design and deliver an AI-enabled service model incorporating virtual agents, conversational interfaces, automation-first workflows, self-service, intelligent routing and future agentic automation capabilities.
- Define and implement a new governance model, including global standards, controls, design principles, ownership structures, decision forums and design authority mechanisms.
- Lead delivery in partnership with Kyndryl as the operational delivery partner and the Service Management Platform vendor as the platform expertise and best-practice partner.
- Coordinate internal Enterprise Technology teams, delivery partners, platform specialists and senior stakeholders, creating clear accountability across all workstreams and delivery teams.
- Oversee redesign, rebuild, migration, testing, rollout, transition and adoption, managing risks, dependencies, issues and decisions through strong programme governance.
- Engage senior stakeholders across Enterprise Technology and the wider Group, providing clear updates on progress, risks, decisions and areas requiring executive steer.
- Ensure the transformation delivers measurable improvements in service quality, operational efficiency, user experience, scalability, governance and operational resilience.
What you'll need:
Essential
- Significant experience leading large-scale technology transformation programmes in complex, global organisations.
- Strong understanding of enterprise service management, IT service management, service desk operations, and global support models.
- Proven experience delivering platform transformation, rebuild, migration, or major operating model change.
- Demonstrable ability to simplify complex legacy environments and move towards standardised, best-practice platform capabilities.
- Experience defining and implementing governance models, design principles, global standards, and operating controls.
- Strong delivery leadership, with the ability to manage complex plans, dependencies, risks, issues, decisions, and stakeholders.
- Experience working with strategic partners, managed service providers, platform vendors, and internal technology teams.
- Strong senior stakeholder management skills, including the ability to influence at CIO, executive, and cross-functional leadership level.
- Excellent communication skills, with the ability to present complex transformation activity clearly and concisely.
- Strong commercial and operational judgement, with the ability to balance speed, standardisation, risk, cost, and business impact.
- Experience leading globally distributed teams and delivery activity across multiple regions.
Desirable
- Experience implementing AI-enabled service management capabilities, including virtual agents, workflow automation, self-service, intelligent routing, and autonomous service operations.
- Experience with large-scale service desk transformation or managed service transition.
- Familiarity with ITIL, service management process design, service governance, and operational performance frameworks.
- Experience working in a creative, media, technology, or professional services organisation.
- Experience operating in a global enterprise environment with complex stakeholder groups,
Similar jobs
Est. 80,000 GBP
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 e…
Est. 125,000 USD
Most companies claim to have the best people. We say to them, "Keep dreaming." Our people are second to none. They set us apart with their entrepreneurial spirit and ambition. They come to us from the likes of Amazon, Mi…
Est. 80,000 GBP
CX Transformation Specialist - Product & Experience Location: London (Hybrid) | Practice Area: Product & Experience | Type: Permanent Help leading financial institutions reimagine customer experiences through str…
Job Summary We are seeking an exceptional ServiceNow Solution Architect to drive enterprise-wide digital transformation initiatives. This strategic role combines deep technical expertise with business acumen to design an…
At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.…
About Baringa Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with grea…
About AlayaCare At AlayaCare, we’re more than just a fast-growing SaaS company, we’re a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to d…
Est. 125,000 USD
The Opportunity We're looking for a Product Manager who is passionate about solving business problems through technology and driving measurable organizational outcomes. This role will own the strategy, roadmap, prioritiz…
About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore…
Est. 120,000 GBP
About WPP Media WPP is the trusted growth partner for the world’s leading brands. With exceptional talent, trusted data and intelligence, and world-class partnerships – all united by our pioneering agentic marketing plat…
About Nebius: Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to…
Est. 120,000 GBP
About Baringa Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with grea…
Est. 60,000 EUR
About Us SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trus…
Est. 80,000 GBP
Who we are: Burson, part of WPP, is the global communications leader built to create value for clients through reputation. With highly specialized teams, industry-leading technologies and breakthrough creative, we help b…
Est. 120,000 GBP
About Us SharkNinja is a global product design and technology company, with a diversified portfolio of 5-star rated lifestyle solutions that positively impact people’s lives in homes around the world. Powered by two trus…
Est. 120,000 USD
Director of Operations – Services Delivery We are seeking a results-driven Director of Operations to lead service delivery in a technical, labor-intensive operating environment. This role is responsible for translating b…
Est. 80,000 GBP
About Baringa Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with grea…
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 e…
Est. 140,000 USD
About the Role iCapital is looking to hire a Manager for DevOps and DBA Engineering Manager to join the Annuities Platform team. This role is responsible for leading the strategy, design, and execution of DevOps practice…
Est. 90,000 GBP
dunnhumby is the global leader in Customer Data Science, partnering with the world’s most ambitious retailers and brands to put the customer at the heart of every decision. We combine deep insight, advanced technology, a…
About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore…
Est. 80,000 EUR
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer…
About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore…
Est. 80,000 GBP
About Baringa Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with grea…
Est. 80,000 GBP
Who We Are VML is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and award-winning human-firs…
Est. 165,000 USD
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer…
About WPP Media WPP is the trusted growth partner for the world’s leading brands. With exceptional talent, trusted data and intelligence, and world-class partnerships – all united by our pioneering agentic marketing plat…
Est. 65,000 GBP
Why Choose Bottomline? Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 tri…
About WPP Media WPP is the trusted growth partner for the world’s leading brands. With exceptional talent, trusted data and intelligence, and world-class partnerships – all united by our pioneering agentic marketing plat…
Developer Platform – Gateway Services – Job Description Staff Engineer – Gateway Services Level: L7-1 Location: Bangalore p