Service Management Platform Lead

WPP; Chennai; Hybrid; INR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid working environment

Challenging and stimulating work

Job summary

WPP is seeking a transformation lead for their ServiceNow initiative in Chennai, India. This role involves comprehensively transforming ServiceNow from a fragmented state to a standardized environment, driving AI-enabled capabilities to enhance service quality and operations. Candidates should possess an open mindset valuing collaboration and the ability to engage with senior stakeholders across Enterprise Technology. The position offers a hybrid working environment with flexible accommodations.

Qualifications

• Open, optimistic, and extraordinary mindset.
• Valuing collaboration and pursuit of new ideas.

Responsibilities

• Define and execute a comprehensive transformation plan for ServiceNow.
• Lead a clean rebuild approach prioritizing out-of-the-box capabilities.
• Establish a single, coherent operating model for service management globally.
• Design and deliver ServiceNow ready for a service desk of the future.
• Implement a new governance model, eliminating fragmentation and divergence.
• Oversee all phases of transformation, including redesign and migration.

Job description

This role is accountable for the end-to-end transformation of ServiceNow at WPP. You will lead a full reset of the platform, moving from a fragmented, legacy implementation to a clean, standardized, out-of-the-box aligned environment designed for an AI-enabled service model. This is a transformation mandate with clear executive sponsorship. The objective is to establish a next‑generation service capability, leveraging virtual agents, automation, and agentic AI to significantly reduce manual intervention, improve service quality, and enable scalable operations globally.

Key Accountabilities

End‑to‑End Transformation Leadership

• Define and execute a comprehensive transformation plan for ServiceNow across WPP
• Lead a clean rebuild approach, prioritising out‑of‑the‑box capabilities over customisation
• Remove legacy complexity, duplication, and technical debt across the current estate
• Establish a single, coherent operating model for service management globally

AI‑Enabled Service Model

Design and deliver ServiceNow ready for a service desk of the future, centred on:

• Virtual agents and conversational interfaces
• Automation‑first workflows and self‑healing capabilities
• AI‑assisted and autonomous problem management
• Drive measurable reduction in manual support activity

Operating Model & Governance Reset

• Define and implement a new governance model, eliminating fragmentation and localised divergence
• Establish clear global standards, controls, and design principles
• Embed a disciplined execution model across all transformation activities

Delivery & Partner Alignment

• Lead delivery in partnership with Kyndryl (operational delivery) and ServiceNow (platform expertise and best practice)
• Ensure tight coordination across internal teams and partners, with unambiguous accountability
• Oversee all phases of transformation, including redesign, rebuild, migration, and rollout

Who You'll Be Working With

You will work in close partnership with ServiceNow and Kyndryl, under the direction of the CIO for Technology Operations, with senior stakeholder input from across Enterprise Technology including the Chief Risk & Compliance Officer, CIO for Business Platforms, and the Group CIO. You will operate as the transformation lead, engaging with senior stakeholders across Enterprise Technology and the wider Group.

What You'll Need

Open, optimistic, and extraordinary mindset, valuing collaboration and the pursuit of new ideas, partnerships, and ways of working.

What We'll Give You

Passionate and inspired people, scale and opportunity, challenging and stimulating work, a hybrid working environment with flexible accommodation as needed.

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.