WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities. Working at WPP means being part of a global network of more than 115,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide. We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology. WPP and our award-winning agencies work with most of the world's biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards. For internal WPP employees, we welcome applications from all regions Why we're hiring: WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This team will play a crucial role in enabling the ongoing transformation of our agencies and functions. As Director of Service Delivery, you will play a vital role in ensuring our technology support services consistently exceed expectations. You will lead a team of dedicated professionals, overseeing the global delivery of service desk and service assurance functions. Your leadership will be instrumental in enhancing our technology operational framework and cultivating a culture of exceptional customer experience and satisfaction. What you'll be doing: Lead and inspire the service desk and support team to deliver services that align with and enhance our overall employee value proposition. Proactively identify opportunities for service improvement in close collaboration with senior business stakeholders, championing initiatives that drive a superior customer/employee experience. Continuously evaluate and enhance the service management framework to maximize operational efficiency and customer satisfaction. Implement and leverage a range of digital tools, including IT service management software, employee feedback platforms, data analytics solutions, and AI-driven virtual assistants, to assess service efficacy and identify opportunities for growth and improvement. Define and establish a comprehensive Service Level & Experience Management framework (including XLAs, SLAs, OLAs, and KPIs) to ensure consistent service quality and robust performance measurement. Own, manage, and continuously update the IT Service Catalogue and service performance metrics, ensuring accuracy and transparency. Ensure adherence to established processes and standards, performance reporting, budget management, corporate/regional alignment, and effective resource allocation. Collaborate closely with vendors and service providers to optimize service delivery, ensuring alignment with contractual expectations and quality standards. Promote a customer-centric approach, driving high levels of customer satisfaction through exceptional service delivery and strong customer relationships. What you'll need: A broad understanding of diverse business functions and their technology needs. Proven experience in managing service desk operations and service management activities within a large, complex organization. A demonstrated ability to develop and nurture productive relationships and partnerships with stakeholders at all levels. Extensive experience implementing and leveraging digital tools to enhance IT service delivery and support. A track record of successfully delivering projects within time and cost constraints. ITIL certification is preferred, demonstrating a strong understanding of IT service management best practices. Excellent vendor management skills, with the ability to negotiate effectively and manage SLAs. Proven leadership and team management abilities, fostering a culture of collaboration, accountability, and high performance. Strong problem-solving skills, adaptability to changing priorities, and the ability to handle emergencies efficiently and effectively. Deep experience in incident, problem, change, and request management, leveraging ITIL or similar frameworks. A broad understanding of diverse technology functions, principles, systems, and tools. Experience in vendor management, negotiation, and SLA management. Strategic thinking and business acumen, with the ability to analyse data, identify trends, and make data-driven decisions. 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? WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal. Please read our Privacy Notice ( https://www.wpp.com/people/wpp-privacy-policy-for-recruitment ) for more information on how we process the information you provide.