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Head of Managed IT

What you’ll be doing:

  • Co-develop strategy and set up governance mechanisms for seamless delivery of onsite services across regions as per service catalogue
  • Collaborate with senior business stakeholders to identify areas where IT services can be improved onsite to drive the required customer/ employee experience
  • Identify opportunities for cost and process optimisation and drive delivery to realise targets set out as part of overall WPPIT mandate
  • Oversee performance and utilisation of all Ground IT and 3rd party support to make efficiency-based changes and re-deployments
  • Adopt, implement and align delivery of onsite services (both by WPP Ground IT and 3rd party support) to drive consistent service experience across all regions and agencies
  • Co-lead transition of unmanaged (out of scope agencies) into managed services
  • Be cognizant of industry trends, changes and new technologies to identify opportunities for continuous process improvement in delivery on onsite services (e.g. AI)
  • Work closely with Service Experience team to ensure onsite service delivery processes are in line with best practices to support overall customer experience transformation
  • Manage relationships with third-party vendors and service providers, coordinating with outsourced vendors in different global regions, and ensuring effective delivery of onsite services and adherence to SLAs/XLAs
  • Oversee monitoring and reporting on SLAs/XLAs
  • Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions
  • Establish attainable standards for executing support globally​
  • Evaluate macro view of on-site service levels and calibrate level of effort and resourcing to realize established service standards​
  • Serve as escalation for any 3rd party SLA challenges and contract performance​
  • Interface with GTS and product teams to provide upward feedback on infrastructure data to improve service​
  • Interface with IT Operations / Asset Operations to obtain user hardware requirements​
  • Identify gaps in skills and capabilities and oversee continuous skill development and uplift required for Ground IT support to effectively deliver end users services
  • Tracking new initiatives and platforms landing within region to prepare Ground IT to support issues​

 

What you’ll need:

  • Strategic, Analytical and Critical Thinking
  • Senior Stakeholder Management
  • Customer Experience Centric Service Design
  • Cost Optimisation
  • Performance Management
  • Transition Planning and Delivery
  • Change management
  • Global Vendor Management
  • Conflict Resolution
  • Strategy Development
  • Capability Development
  • Knowledge of SLA/XLA monitoring tools and processes
  • Incident Management
  • Delivery Management
  • Service Catalogue Development
  • Agile Acumen & Experience
  • Team Management & Leadership
  • IT Service Experience-centric thinking
  • Capability Mapping and Gap Analysis

 

Who you are:

You’re open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You’re optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with confidence: to try the new and to seek the unexpected.

You’re extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we deliver extraordinary every day.

To request a modification to this listing please email jobs@finops.org

  • Company: WPP
  • Published: 19th February 2024
  • Closing Date: 28th April 2024
  • Country: United Kingdom
  • Type: Full-time
  • Seniority: Manager
  • FinOps Certifications Required: None