Service Management Platform Lead
Core
Lead the end-to-end transformation of WPP's global Service Management Platform, replacing legacy systems with a modern, AI-enabled solution to standardize operations across Technology, Finance, HR, and other corporate functions.
Role type
Senior Program Lead / Transformation Manager (Enterprise Service Management)
Builds
A unified, AI-enabled global service management operating model and platform
Domain
Enterprise IT Service Management (ITSM), Global Operations, Digital Transformation
Deliverable
production ML models | infrastructure | product features
Required skills
Large-scale technology transformation leadership, Enterprise Service Management (ESM) strategy, ITIL framework application, Platform migration and rebuild, Governance model design, Stakeholder management at CIO level, Global team leadership, Vendor/partner management
Preferred skills
AI-enabled service management implementation (virtual agents, automation), Managed service transition experience, Creative/media industry experience, Executive-level strategic decision support
Technologies
ServiceNow, AI/ML for service operations, Virtual agents, Automation workflows
Responsibilities
Define and execute a comprehensive transformation plan for the service management platform, Remove legacy complexity and fragmentation to establish a single global operating model, Design and deliver an AI-enabled service model with intelligent routing and self-service, Implement new governance models including global standards and design authority, Lead delivery in partnership with strategic vendors (Kyndryl) and platform experts, Coordinate cross-functional Enterprise Technology teams and senior stakeholders, Oversee redesign, migration, testing, rollout, and adoption phases
Seniority
Senior, hands-on IC with strategic oversight