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-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 [.](https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwpp.com%2F&data=05%7C02%7CErica.Durr%40wpp.com%7C9bf4566a65bc46a48ac008de749116ea%7C150b5e663d884dee83f6ed149b727a00%7C0%7C0%7C639076363668176216%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=Q9juosud56XGLThSFZ1NpPZd6FXpJPxV74OeRZWoh%2B4%3D&reserved=0)** **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 () for more information on how we process the information you provide.**