Service Management Platform Transformation Lead

WPP
Chennai
Workplace: HybridFull timeFunction: Product ManagementSkills: ["Leadership","Stakeholder management","Communication","Collaboration","Strategic thinking"]

Lead end-to-end transformation of ServiceNow at WPP, driving a full platform reset from legacy to a clean, standardized, out-of-the-box environment. Spearhead an AI-enabled service model, establish global operating standards, and deliver a next-generation service capability with virtual agents, automation, and cross-functional governance.

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FursaFursa
WPP
WPP
5 months ago

Service Management Platform Transformation Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead end-to-end transformation of ServiceNow at WPP, driving a full platform reset from legacy to a clean, standardized, out-of-the-box environment. Spearhead an AI-enabled service model, establish global operating standards, and deliver a next-generation service capability with virtual agents, automation, and cross-functional governance.
Location: Chennai
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Define and execute a comprehensive transformation plan for ServiceNow across WPP
  • •Lead a clean rebuild approach, prioritising out-of-the-box capabilities over customization
  • •Remove legacy complexity, duplication, and technical debt across the current estate
  • •Establish a single, coherent operating model for service management globally
  • •Embed AI-assisted and autonomous problem management to drive future-ready service delivery across regions

Key Requirements

  • •Experience leading large-scale IT transformation programs of ServiceNow or similar platforms
  • •Proven ability to define and execute end-to-end transformation roadmaps including platform rebuilds
  • •Strong governance, standards-setting, and design principles for global service management
  • •Experience with AI-enabled service models, automation, and conversational interfaces
  • •Stakeholder management across CIO-level sponsors, IT operations teams, and external partners (ServiceNow, Kyndryl)
Experience:IT operationsEnterprise softwareDigital transformation
Skills:LeadershipStakeholder managementCommunicationCollaborationStrategic thinking
Languages:English
Tech Stack:ServiceNowAIAutomationVirtual agents

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