O365 Service & Process Lead

WPP; India; Hybrid; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

WPP is seeking an experienced IT/Service Management professional to own the M365 service-management lifecycle in a hybrid India-based role. You will define processes, govern SLAs, and drive continuous improvement across incident, request and problem management with Kyndryl partners.

You will lead operational teams, ensure governance, and support audits while maintaining data reporting and vendor coordination.

Qualifications

• Experience in service-management design for M365 and related platforms.
• ITIL and continual-service-improvement practices.
• Vendor governance, SLA reporting and performance management.
• Strong data analysis and reporting capabilities.
• Proven experience leading operational teams for relevant platforms.
• ITIL/service-management experience with vendor coordination.
• Relevant certifications or equivalent experience.

Responsibilities

• Define and maintain M365 service-management processes and standards.
• Govern Kyndryl process adherence, SLAs and service quality.
• Own service reporting, reviews and continuous improvement.
• Drive problem management and root-cause elimination.
• Support audits, compliance and governance.
• Coordinate day-to-day delivery with Kyndryl run teams across incident, request and problem management.
• Govern operational SLAs and KPIs and drive partner service improvement.
• Manage operational escalations and ensure low-risk, well-controlled change.

Skills

M365 service management

ITIL and CSI

Vendor governance

SLA reporting

Data analysis

Team leadership

Certifications or equivalent

Job description

WPP is the trusted growth partner for the world’s leading brands.

We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.
We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.
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.
For more information, visit WPP.com.

Own the service-management processes and quality for the M365 estate, ensuring consistent, well-governed operations and continuous improvement across the Kyndryl-delivered service.

What you'll be doing:

• Define and maintain M365 service-management processes and standards.
• Govern Kyndryl process adherence, SLAs and service quality.
• Own service reporting, reviews and continuous improvement.
• Drive problem management and root-cause elimination.
• Support audits, compliance and governance.
• Coordinate day-to-day delivery with Kyndryl run teams across incident, request and problem management.
• Govern operational SLAs and KPIs and drive partner service improvement.
• Manage operational escalations and ensure low-risk, well-controlled change.

What you'll need:

• Service management and process design for M365.
• ITIL and continual-service-improvement practice.
• Vendor governance and SLA reporting.
• Data analysis and reporting.
• Proven experience leading operational teams for the relevant platforms.
• ITIL / service-management experience and a vendor-coordination track record.
• Relevant certifications or equivalent experience.

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-Hybrid

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.