Director of Service Management

Why we're hiring:

The vision of the WPP Open Platform is to create a common development and architecture framework, with supporting infrastructure, to develop digital products across WPP. The platform will provide the single point for access to world class technology and data for our agencies; allowing them to build and scale products and applications, then share them across the business, improving visibility and collaboration. With Open, we expect to address our client needs faster and reduce the time to market for new capabilities.

The Director of Service Management for WPP Open is a senior executive with accountability and a vision for developing and delivering excellent IT support services, meeting the needs of both internal customers and clients.

This role utilizes a combination of Service Design, Strategy, Management, Transition and Relationship Management skills. This role has a specific focus on strategic and tactical leadership, developing internal teams providing IT services via multi disciplined teams across multiple geographies.

What you'll be doing:

Transformation

• Develop and deliver a service strategy roadmap that meets present and future needs for the organisation and clients.
• Gain buy-in to that vision from WPP senior executives and the wider global service management and IT support team.
• Create and maintain plans to deliver the agreed strategy within the agreed timescales and budgets.
• Create and deliver IT service management concepts into the WPP Open organisation.
• Create Service Transition principles within the organisations application delivery lifecycle.
• Monitor and track progression of transformation initiatives, adjusting plans as required to support the effective delivery of the transformation.

Leadership

• Build, lead, and develop a strong global IT services leadership and technical team that drives outcomes for the organisation and its clients via a “follow the sun” model.
• Develop and mentor team capability, across all levels, creating a team confident of making autonomous decisions, openly communicate and are accountable for IT service delivery.
• Collaborate with Business and Technology partners providing strategic insights and thought leadership on IT Service-related decisions that drive transformation.
• Ability to influence and lead the implementation of transformation strategy.
• Cultivate an environment of continuous service delivery optimisations and improvements.
• Measure customer satisfaction across leadership teams and clients to ensure customer focus from IT service.

BAU

• Support the delivery of IT service, whilst delegating responsibility to the wider IT service management team and technical teams.
• Manage relationships with IT service provider stakeholders at all levels.
• Instill a culture of service delivery reporting across SLA, OLAs and KPIs.
• Direct line management of Service Delivery Team providing regular, documented feedback, support, and mentoring.
• Identify cost saving opportunities within IT service delivery, where possible.

What you'll need:

• Extensive and in-depth knowledge of owning and evolving ITIL v3 or v4 Service Management processes across one or more areas is essential.
• An ITIL v4 / ITIL Strategic Leader accreditation is highly desirable.
• Demonstrable evidence & experience of managing and transforming multiple IT services within a significant and complex service environment.
• Experience of owning and delivering complex service strategy plans and actions with documented outputs.
• Experience of working within and establishing onshore and offshore global support models, utilising “follow the sun” models.
• Strong leadership skills with proven history of managing, developing and leading multi disciplined teams in a complex IT service environment.
• Excellent communication and negotiation skills, both written and verbal at all levels up to and including senior/executive management both internally and client facing.
• Proven history in building and maintaining strong relationships with customers.
• Experience of working in an Agile aligned organisation is highly desirable.
• Knowledge of relevant regulations and standards related to IT services.
• Financially aware and able to contribute to the cost-efficient running of IT service.
• Strong problem solving, time management and organizational skills.
• Enthusiastic, willing to adopt change, and promotes an initiative-taking, positive, and collaborative working culture.

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?