WPP

1 day ago

Service Management Platform Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Own the transformation of WPP’s enterprise service management capability by replacing the current ServiceNow platform with an AI-enabled service management platform. Lead strategy, design, delivery, migration, rollout, and adoption to establish a simpler, standardized, scalable global operating model. Define governance, standards, controls, and service management processes, and design an AI-enabled service model with virtual agents, automation-first workflows, and self-service to improve employee experience and operational resilience.

Location: Chennai, India

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Lead the end-to-end transformation of WPP’s Service Management Platform across strategy, design, delivery, migration, rollout, and adoption.
•Define and execute a comprehensive transformation plan, including a clean rebuild approach that prioritises standard platform capabilities and reduces customisation.
•Remove legacy complexity and fragmented processes while establishing a single, coherent global operating model for service management.
•Design and deliver an AI-enabled service model with virtual agents, conversational interfaces, automation-first workflows, self-service, and intelligent routing.
•Define new governance including global standards, controls, design principles, ownership structures, decision forums, and design authority mechanisms.

Key Requirements

•Significant experience leading large-scale technology transformation programmes in complex, global organisations.
•Strong understanding of enterprise service management and IT service management, including 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 toward standardized, best-practice platform capabilities.
•Experience defining and implementing governance models, design principles, global standards, and operating controls.

Experience:Global organizationsTechnology transformation

Skills:Delivery leadershipStakeholder managementCommunicationGovernanceProgramme management

Languages:English

Tech Stack:ServiceNowITILVirtual agentsConversational interfacesAutomation-first workflowsSelf-serviceIntelligent routingAgentic automationAI-enabled service managementKyndrylWPP Open

Company Brief

WPP

Global marketing and communications services group offering advertising, media investment management, branding, public relations, and digital services to multinational clients across industries.

Industry: Advertising Media Groups

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1971

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

WPP