Head of End User Services

WPP; London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

WPP, a global leader in marketing services, seeks a Head of End User Services for EMEA to oversee technology operations and enhance end-user experiences. This pivotal role involves strategic leadership, team development, and collaborating with stakeholders to ensure operational excellence. Join a dynamic team at the forefront of digital transformation within a creative and inclusive culture.

Benefits

Challenging and stimulating work

Passionate, inspired colleagues

Opportunities for continuous learning

Qualifications

• Experience in designing and implementing support services across diverse regions.
• Proven track record in partner management.
• Ability to develop and implement strategic plans.

Responsibilities

• Overseeing technology operations and delivering exceptional end-user support.
• Leading the End User Services team in North America.
• Identifying technology opportunities to optimize business processes and drive innovation.

Skills

IT service and delivery

Partner management

Leadership

Analytical skills

Communication skills

Time management

Problem-solving

Education

Extensive experience leading a large-scale support environment

Familiar with ITIL processes

Job description

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Why we're hiring:

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

At WPP, technology is at the heart of everything we do, and it is the Technology Operations teams mission, as part of Enterprise Technology, to enable our stakeholders to collaborate, create and thrive. Enterprise Technology is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data.

Reporting into the Director of Technology Operations, EMEA, as Head of End User Services for EMEA, you will be a key leader within our Technology Operations team. You will help shape and transform the future of Technology Operations support and continuity – and help drive continuous improvement within the end user experience for WPP employees and agencies. You’ll resolve complex technical issues, mentor country, market and site managers, and help modernize our technology landscape. This is an exciting opportunity to make a significant impact and contribute to WPP’s ongoing digital transformation.

What you'll be doing:

• Oversee the day-to-day technology operations within the region, with a strong focus on delivering exceptional end-user support through deskside, AV, and executive support teams.
• Lead and inspire the End User Services team in North America to deliver world class experiences to WPP colleagues by fostering a culture of collaboration, accountability, and continuous growth.
• Develop team members' technical skills and leadership capabilities through training and development opportunities, mentorship, and coaching.
• Build and maintain strong relationships with key stakeholders, including business leaders, ET colleagues, and external vendors.
• Provide regular updates to stakeholders on ET operations, projects, and initiatives, effectively managing expectations within a matrixed environment.
• Identify and champion technology opportunities to optimize business processes, enhance efficiency and drive innovation within the region.
• Effectively balance the demands and priorities of various clusters with available resources across regional teams and translate business priorities into actionable ET initiatives by partnering with the heads of Strategy and Transformation, Modern Workplace, and InfraOps.
• Champion our new Operating Model by modeling our new ways of working and driving continuous improvement initiatives that optimize service quality and reduce costs.
• Work with Service Management and Service Desk teams to manage SLAs and OLAs with key partners and ensure that services are optimized, operational backlogs are minimized, and services are delivered with minimal disruption.
• Deliver exceptional on-site IT support to WPP employees, agencies, and visiting clients, in line with WPP standards
• Lead a customer-focused, continuous learning culture by organizing training sessions and empowering end users to maximize their use of IT tools and best practices.
• Manage IT asset procurement, inventory, and lifecycle, supporting cost optimization.
• Manage escalations and liaise with third-party suppliers to ensure high-quality operational services.

What you'll need:

• Experience of designing, implementing and running support services across a diverse geographical and cultural footprint
• Extensive experience of partner management, to deliver against expected service levels and experiences
• Exceptional knowledge of IT service and delivery
• Strong people leadership skills
• Extensive experience of leading a large-scale support environment
• Familiar with ITIL processes and best practices
• Excellent written and verbal communication skills
• Strong time management and prioritization skills
• Ability to develop and implement strategic plans
• Strong analytical and problem-solving skills
• Ability to think globally and operate regionally ensuring alignment
• Self-motivated and driven team player

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 conviction: 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 provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Onsite

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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