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 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