Service Management Platform Transformation Lead

The role

You will lead the end-to-end transformation of WPP's Service Management Platform, from strategy and design through delivery, migration, rollout and adoption. The work replaces the existing ServiceNow platform with a modern, AI-enabled service management platform and a simpler, standardised global operating model.

What you will do

• Lead the end-to-end transformation of WPP's Service Management Platform across strategy, design, delivery, migration, rollout and adoption.
• Define and execute a transformation plan aligned to WPP's Technology Operations strategy, including a clean rebuild that reduces customisation.
• Remove legacy complexity, duplication, fragmented processes and technical debt, and establish a single global operating model for service management.
• Design and deliver an AI-enabled service model including virtual agents, self-service, intelligent routing and automation-first workflows.
• Define and implement a new governance model, including global standards, controls, design principles and decision forums.
• Lead delivery with Kyndryl as operational delivery partner and the platform vendor as platform expertise partner.
• Coordinate internal teams, delivery partners and senior stakeholders, with clear accountability across workstreams.
• Oversee redesign, rebuild, migration, testing, rollout and adoption, managing risks, dependencies and decisions.
• Engage senior stakeholders across Enterprise Technology and the wider Group with updates on progress, risks and decisions.
• Ensure measurable improvements in service quality, operational efficiency, user experience, scalability and resilience.

Required qualifications

• 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 platform capabilities.
• Experience defining and implementing governance models, design principles, global standards and operating controls.
• Strong delivery leadership, managing 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, including influencing at CIO, executive and cross-functional leadership level.
• Excellent communication skills, presenting complex transformation activity clearly and concisely.
• Strong commercial and operational judgement, balancing speed, standardisation, risk, cost and business impact.
• Experience leading globally distributed teams and delivery activity across multiple regions.

Nice to have

• Experience implementing AI-enabled service management capabilities, including virtual agents, workflow automation, self-service and intelligent routing.
• 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 and multiple delivery partners.
• Experience supporting executive-level governance, investment cases, transformation roadmaps and strategic decision-making.

Benefits

• Passionate, inspired people and a culture in which people can do extraordinary work.
• Scale and opportunity to create, influence and complete projects at unparalleled industry scale.
• Challenging and stimulating work alongside creative problem solvers.
• Hybrid working with teams in the office around four days a week.
• Accommodations or flexibility can be discussed with the hiring team during the interview process.

Before you apply

• If you require accommodations or flexibility, discuss this with the hiring team during the interview process.

About the company

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