EUS Market Manager, India

The role

You will oversee End User Services (EUS) for the India market and lead its engineers and leads. You will also manage ticket queues and SLA compliance, and drive IT infrastructure, security and transformation projects.

What you will do

• Directly manage EUS Leads and Engineers, including resource planning and workload distribution.
• Set goals, expectations and KPIs to measure individual and team performance.
• Lead mentoring and skills development; champion ITIL and service management best practices.
• Oversee ticket queue management and monitor SLA compliance.
• Create root cause analyses for major recurring issues and lead stakeholder communication on SLA performance.
• Improve service delivery and identify AI-driven support solutions such as chatbots and self-service portals.
• Manage device management, endpoint security and identity access controls for end-user services.
• Develop country IT infrastructure roadmaps and lead technology standardization.
• Implement cybersecurity practices with the Cyber, Risk & Compliance team and lead incident response.
• Manage enterprise vendor agreements, optimize IT budgets and lead market deployment of global IT transformation initiatives.

Required qualifications

• Bachelor's degree in Information Technology, Computer Science or a related field, or relevant experience within Information Technology.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Understanding of IT endpoint infrastructure, including Microsoft OS, MacOS, Active Directory, device management, identity management and audio-visual technology.
• Proficiency in ITIL and ITSM frameworks.
• Experience with endpoint management platforms, including MDM solutions such as Jamf and Intune.
• Demonstrated experience in IT governance, compliance audits and risk mitigation strategies.
• Budget management expertise, including software licensing, vendor contracts and IT cost optimization.

Benefits

• Passionate, inspired people and a culture in which people can do extraordinary work.
• Scale and opportunity to create, influence and complete projects at industry-leading scale.
• Challenging and stimulating work with a group of creative problem solvers.

About the company

WPP is a growth partner for the world's leading brands, combining media intelligence, data, creativity, production, enterprise solutions and strategic counsel. It works with leading brands across 100+ markets.