{"absolute_url":"https://job-boards.greenhouse.io/wpp/jobs/8630747002","data_compliance":[{"type":"gdpr","requires_consent":false,"requires_processing_consent":false,"requires_retention_consent":false,"retention_period":null,"demographic_data_consent_applies":true}],"internal_job_id":6447008002,"location":{"name":"London, England, United Kingdom"},"metadata":null,"id":8630747002,"updated_at":"2026-08-17T19:16:46-04:00","requisition_id":"10935","title":"Director of Service Delivery","company_name":"WPP","first_published":"2026-07-14T12:41:05-04:00","language":"en","application_deadline":null,"content":"\u0026lt;div class=\u0026quot;content-intro\u0026quot;\u0026gt;\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;WPP is the trusted growth partner for the world’s leading brands.\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;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.\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;We work with the world\u0026#39;s most valuable brands and have global reach across 100+ markets, with deep local expertise.\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;Our people are the key to our success. We\u0026#39;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.\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;For more information, visit \u0026lt;a href=\u0026quot;https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwpp.com%2F\u0026amp;amp;data=05%7C02%7CErica.Durr%40wpp.com%7C9bf4566a65bc46a48ac008de749116ea%7C150b5e663d884dee83f6ed149b727a00%7C0%7C0%7C639076363668176216%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C\u0026amp;amp;sdata=Q9juosud56XGLThSFZ1NpPZd6FXpJPxV74OeRZWoh%2B4%3D\u0026amp;amp;reserved=0\u0026quot; target=\u0026quot;_blank\u0026quot;\u0026gt;WPP.com.\u0026lt;/a\u0026gt;\u0026lt;/strong\u0026gt;\u0026lt;br\u0026gt;\u0026lt;strong\u0026gt;\u0026amp;nbsp;\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\u0026lt;/div\u0026gt;\u0026lt;p\u0026gt;\u0026lt;span style=\u0026quot;text-decoration: underline;\u0026quot;\u0026gt;\u0026lt;strong\u0026gt;Why we\u0026#39;re hiring:\u0026lt;/strong\u0026gt;\u0026lt;/span\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;At WPP, technology is at the heart of everything we do, and it is WPP ET’s mission to enable everyone to collaborate, create and thrive. WPP ET is undergoing a significant transformation to build the transformation platform that will power the next evolution of WPP. WPP is on a journey to clarify and simplify the operating model between our brands and WPP, modernise and create tech-enabled colleague experiences, and create an open, integrated technology innovation platform across WPP.\u0026amp;nbsp;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;Along that journey we will ensure WPP ET is a destination for tech talent, modernise our 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.\u0026amp;nbsp;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;As we continue this journey, a Director of Service Delivery is required to lead the delivery and continuous improvement of core enterprise technology services, ensuring high-quality, reliable and user-focused services across WPP. The role will own service performance, service management, and the service desk, while also leading key vendor and partner relationships to deliver strong operational outcomes and a consistently positive colleague experience.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;span style=\u0026quot;text-decoration: underline;\u0026quot;\u0026gt;\u0026lt;strong\u0026gt;What you\u0026#39;ll be doing:\u0026lt;/strong\u0026gt;\u0026lt;/span\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Service Delivery Leadership\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Lead the end-to-end delivery of core services, inc. overseeing the Service Desk and owning Service Management to ensure stable, secure and reliable services for colleagues across WPP.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Own operational service performance, with clear accountability for service quality, availability, responsiveness, resilience and continual improvement.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Oversee service management disciplines including incident, problem, change, request and major incident management, ensuring effective governance and control.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Define and manage service performance frameworks, including SLAs, OLAs, XLAs and KPIs, with reporting that drives action and accountability.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Act as a senior escalation point for service issues, balancing immediate resolution with root cause analysis and long-term improvement.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Service Experience\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Shape and lead a service experience approach that puts colleague needs, outcomes and satisfaction at the centre of service delivery.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Use insight, feedback and service data to identify pain points, prioritise improvements and improve the overall experience of services.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Partner with business and technology stakeholders to ensure services are designed and delivered in a way that is simple, effective and aligned to business needs.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Embed a culture of continuous improvement, using service reviews, user sentiment and operational data to drive measurable experience improvements.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Vendor and Partner Management\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;Lead operational relationships with strategic vendors and delivery partners, ensuring services are delivered in line with contractual commitments and expected outcomes.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Monitor partner performance through robust governance, service reviews and performance reporting, holding partners to account for quality, cost and improvement delivery.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Work closely with procurement, finance and internal stakeholders to support commercial decisions, contract renewals, service changes and risk management.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Build effective, outcome-focused partnerships that support service transformation, operational efficiency and a consistently strong colleague experience.=\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;span style=\u0026quot;text-decoration: underline;\u0026quot;\u0026gt;\u0026lt;strong\u0026gt;Who You\u0026#39;ll be working with:\u0026lt;/strong\u0026gt;\u0026lt;/span\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;CIO, Technology Operations – Paul Timmins (line manager)\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Technology Operations Leadership Team\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Group CIO – Dominic Shine\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Agency and Corporate CIOs\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;Agency c-suite leaders responsible for operational performance (CFO/COO)\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;span style=\u0026quot;text-decoration: underline;\u0026quot;\u0026gt;\u0026lt;strong\u0026gt;What you\u0026#39;ll need:\u0026lt;/strong\u0026gt;\u0026lt;/span\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;ul\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Strong service delivery leadership experience\u0026lt;/strong\u0026gt;, with a proven track record of leading large scale operational services in complex, global and highly matrixed environments.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Deep experience managing an outsourced service provider\u0026lt;/strong\u0026gt;, with clear accountability for service quality, performance, governance, cost control, contractual compliance and continuous improvement.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Proven experience leading outsourcing and insourcing of service delivery functions\u0026lt;/strong\u0026gt;, including service desk, with the ability to manage transition, knowledge transfer, operating model change and service continuity.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Strong service management expertise\u0026lt;/strong\u0026gt; across incident, problem, change, request and major incident management, with strong understanding of SLAs, OLAs, XLAs and KPI-based performance management.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Strong service experience focus\u0026lt;/strong\u0026gt;, with the ability to use colleague feedback, operational insight and service data to improve experience and outcomes.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Strong commercial and partner management capability\u0026lt;/strong\u0026gt;, including experience working with procurement and finance on contracts, renewals, service reviews, performance governance and cost optimisation.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Experience of leading organisational and delivery model change\u0026lt;/strong\u0026gt; across internal, outsourced, onshore and offshore teams, while maintaining service stability and minimising operational disruption.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Strong stakeholder management and communication skills\u0026lt;/strong\u0026gt;, with the ability to engage credibly with senior technology and business leaders, act as an escalation point and communicate service performance clearly.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Strong knowledge of enabling technologies\u0026lt;/strong\u0026gt; including ServiceNow and other tooling used to support enterprise service delivery.\u0026lt;/li\u0026gt;\n\u0026lt;li\u0026gt;\u0026lt;strong\u0026gt;Experience operating at global scale\u0026lt;/strong\u0026gt;, with a practical understanding of the challenges of delivering consistent service outcomes across multiple regions, businesses and partner teams.\u0026lt;/li\u0026gt;\n\u0026lt;/ul\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;span style=\u0026quot;text-decoration: underline;\u0026quot;\u0026gt;\u0026lt;strong\u0026gt;Who you are:\u0026lt;/strong\u0026gt;\u0026lt;/span\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;You\u0026#39;re open\u0026lt;em\u0026gt;:\u0026lt;/em\u0026gt; \u0026lt;/strong\u0026gt;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.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;You\u0026#39;re optimistic\u0026lt;em\u0026gt;:\u0026lt;/em\u0026gt;\u0026lt;/strong\u0026gt; \u0026lt;span id=\u0026quot;628d56ad5d8a35dab853e65d9daa237c\u0026quot; class=\u0026quot;editor-module-hl-green-solid\u0026quot;\u0026gt;We believe\u0026lt;/span\u0026gt; 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.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;You\u0026#39;re extraordinary:\u0026lt;/strong\u0026gt; we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026amp;nbsp;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;span style=\u0026quot;text-decoration: underline;\u0026quot;\u0026gt;\u0026lt;strong\u0026gt;What we\u0026#39;ll give you:\u0026lt;/strong\u0026gt;\u0026lt;/span\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Passionate, inspired people\u0026lt;/strong\u0026gt; – We aim to create a culture in which people can do extraordinary work.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Scale and opportunity\u0026lt;/strong\u0026gt; – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;Challenging and stimulating work\u0026lt;/strong\u0026gt; – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;span style=\u0026quot;color: rgb(236, 240, 241);\u0026quot;\u0026gt;#LI-Hybrid\u0026amp;nbsp;\u0026lt;/span\u0026gt;\u0026lt;/p\u0026gt;\u0026lt;div class=\u0026quot;content-conclusion\u0026quot;\u0026gt;\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;We believe the best work happens when we\u0026#39;re together, fostering creativity, collaboration, and connection. That\u0026#39;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.\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;p\u0026gt;\u0026lt;strong\u0026gt;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.\u0026lt;/strong\u0026gt;\u0026lt;/p\u0026gt;\n\u0026lt;h4\u0026gt;\u0026lt;strong\u0026gt;Please read our Privacy Notice (\u0026lt;a href=\u0026quot;https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment\u0026quot;\u0026gt;https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment\u0026lt;/a\u0026gt;) for more information on how we process the information you provide.\u0026lt;/strong\u0026gt;\u0026lt;/h4\u0026gt;\u0026lt;/div\u0026gt;","departments":[{"id":4060820002,"name":"Technology \u0026 Innovation","child_ids":[],"parent_id":null}],"offices":[{"id":4007815002,"name":"London","location":null,"child_ids":[],"parent_id":4040357002}],"ai_disclaimer":null,"include_ai_disclaimer":null,"ai_opt_out_request_url":null}