Director of Service Delivery
Core
Lead end-to-end delivery of core enterprise technology services, ensuring high-quality, reliable, and user-focused services across WPP while managing vendor relationships.
Role type
Director of Service Delivery (IT Operations) (via careerplan.io/jobs/8630747002-director-of-service-delivery-at-wpp)
Builds
Enterprise technology services, service desk operations, and vendor-managed IT support
Domain
IT Service Management (ITSM), Enterprise Technology Operations
Required skills
Service delivery leadership, outsourced service provider management, ITSM frameworks (incident, problem, change, request, major incident), SLA/OLA/XLA/KPI management, vendor and partner management, organizational change management, ServiceNow proficiency, global operations experience
Preferred skills
Stakeholder management with C-suite, commercial contract negotiation, insourcing/outsourcing transitions
Technologies
ServiceNow
Responsibilities
Lead end-to-end delivery of core services including Service Desk and Service Management; Own operational service performance and governance; Define and manage service performance frameworks; Act as senior escalation point for service issues; Shape service experience approach using feedback and data; Lead operational relationships with strategic vendors and delivery partners
Seniority
Director, strategic leadership & operational oversight
