Service Management Platform Transformation Lead

Why we're hiring:

WPP is undertaking a major transformation of its enterprise Service Management capability, replacing its existing ServiceNow platform with a modern, AI-enabled service management platform that will establish a simpler, more standardised, and scalable global operating model. The current environment has evolved over many years and now requires a structured re-platforming programme to remove legacy complexity, reduce fragmentation, improve governance, and align more closely with industry best practice.

This role will own the platform that underpins service management across Technology Operations and the wider Enterprise Technology team along with Finance, HR, and other corporate functions, making it a strategically important platform. Working with senior stakeholders and strategic implementation partners, you will define and deliver the future service management capability, ensuring the platform, operating model, governance, and service management processes support a modern, scalable, AI-enabled enterprise.

The successful candidate will bring deep expertise in Enterprise Service Management and ITIL, with the judgement to apply industry best practice pragmatically rather than dogmatically. You will understand how to leverage the best elements of ITIL and modern service management frameworks to design efficient, automated, and user-centric services that improve employee experience, simplify operations, and provide a scalable foundation for WPP’s future.

What you'll be doing:

• Lead the end-to-end transformation of WPP’s Service Management Platform across strategy, design, delivery, migration, rollout and adoption.
• Define and execute a comprehensive transformation plan aligned to WPP’s Technology Operations strategy, including a clean rebuild approach that prioritises standard platform capabilities and reduces customisation.
• Remove legacy complexity, duplication, fragmented processes and technical debt while establishing a single, coherent global operating model for service management.
• Design and deliver an AI-enabled service model incorporating virtual agents, conversational interfaces, automation-first workflows, self-service, intelligent routing and future agentic automation capabilities.
• Define and implement a new governance model, including global standards, controls, design principles, ownership structures, decision forums and design authority mechanisms.
• Lead delivery in partnership with Kyndryl as the operational delivery partner and the Service Management Platform vendor as the platform expertise and best-practice partner.
• Coordinate internal Enterprise Technology teams, delivery partners, platform specialists and senior stakeholders, creating clear accountability across all workstreams and delivery teams.
• Oversee redesign, rebuild, migration, testing, rollout, transition and adoption, managing risks, dependencies, issues and decisions through strong programme governance.
• Engage senior stakeholders across Enterprise Technology and the wider Group, providing clear updates on progress, risks, decisions and areas requiring executive steer.
• Ensure the transformation delivers measurable improvements in service quality, operational efficiency, user experience, scalability, governance and operational resilience.

What you'll need:

Essential

• Significant experience leading large-scale technology transformation programmes in complex, global organisations.
• Strong understanding of enterprise service management, IT service management, service desk operations, and global support models.
• Proven experience delivering platform transformation, rebuild, migration, or major operating model change.
• Demonstrable ability to simplify complex legacy environments and move towards standardised, best-practice platform capabilities.
• Experience defining and implementing governance models, design principles, global standards, and operating controls.
• Strong delivery leadership, with the ability to manage complex plans, dependencies, risks, issues, decisions, and stakeholders.
• Experience working with strategic partners, managed service providers, platform vendors, and internal technology teams.
• Strong senior stakeholder management skills, including the ability to influence at CIO, executive, and cross-functional leadership level.
• Excellent communication skills, with the ability to present complex transformation activity clearly and concisely.
• Strong commercial and operational judgement, with the ability to balance speed, standardisation, risk, cost, and business impact.
• Experience leading globally distributed teams and delivery activity across multiple regions.

Desirable

• Experience implementing AI-enabled service management capabilities, including virtual agents, workflow automation, self-service, intelligent routing, and autonomous service operations.
• Experience with large-scale service desk transformation or managed service transition.
• Familiarity with ITIL, service management process design, service governance, and operational performance frameworks.
• Experience working in a creative, media, technology, or professional services organisation.
• Experience operating in a global enterprise environment with complex stakeholder groups, regional variation, and multiple delivery partners.
• Experience supporting executive-level governance, investment cases, transformation roadmaps, and strategic decision-making.

#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.