Director of Service Delivery

WPP
London
Workplace: HybridFull timeFunction: Transportation & Fleet OperationsSkills: ["Stakeholder management","Communication","Root cause analysis","Continuous improvement","Vendor management"]

Lead end-to-end delivery of core enterprise technology services, including owning service management and the service desk across WPP. Ensure stable, secure, reliable, user-focused services by driving incident, problem, change, request, and major incident governance. Define SLA/OLA/XLA/KPI-based performance frameworks, act as a senior escalation point, and improve colleague service experience using data and feedback. Manage strategic vendors and partners to deliver operational outcomes and continuous improvement.

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FursaFursa
WPP
WPP
1 month ago

Director of Service Delivery

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead end-to-end delivery of core enterprise technology services, including owning service management and the service desk across WPP. Ensure stable, secure, reliable, user-focused services by driving incident, problem, change, request, and major incident governance. Define SLA/OLA/XLA/KPI-based performance frameworks, act as a senior escalation point, and improve colleague service experience using data and feedback. Manage strategic vendors and partners to deliver operational outcomes and continuous improvement.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Director level

Key Responsibilities

  • •Lead end-to-end delivery of core services, overseeing the Service Desk and owning Service Management to ensure stable, secure, reliable service for colleagues across WPP.
  • •Own operational service performance, with accountability for service quality, availability, responsiveness, resilience, and continual improvement.
  • •Oversee service management disciplines including incident, problem, change, request, and major incident management with effective governance and control.
  • •Define and manage service performance frameworks (SLAs, OLAs, XLAs, KPIs) and use reporting to drive action and accountability.
  • •Manage strategic vendor and partner relationships through governance and service reviews to hold partners to account for quality, cost, and improvement delivery.

Pay and Benefits

Schedule:4-Day Week

Key Requirements

  • •Strong service delivery leadership experience leading large-scale operational services in complex, global, highly matrixed environments.
  • •Deep experience managing outsourced service providers with accountability for service quality, performance, governance, cost, contractual compliance, and continuous improvement.
  • •Proven experience leading outsourcing and insourcing of service delivery functions, including service desk transitions, knowledge transfer, and operating model change.
  • •Strong service management expertise across incident, problem, change, request, and major incident management, with SLA/OLA/XLA and KPI-based performance knowledge.
  • •Strong service experience focus using colleague feedback, operational insight, and service data to improve experience and outcomes.
Experience:Global service deliveryOutsourced servicesService management
Skills:Stakeholder managementCommunicationRoot cause analysisContinuous improvementVendor management
Languages:English
Tech Stack:ServiceNowCloudMicroservices

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
WebsiteLinkedIn