Director of Service Delivery

at  WPP

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

• Lead and inspire the service desk and support team to deliver services that align with and enhance our overall employee value proposition.
• Proactively identify opportunities for service improvement in close collaboration with senior business stakeholders, championing initiatives that drive a superior customer/employee experience.
• Continuously evaluate and enhance the service management framework to maximize operational efficiency and customer satisfaction.
• Implement and leverage a range of digital tools, including IT service management software, employee feedback platforms, data analytics solutions, and AI-driven virtual assistants, to assess service efficacy and identify opportunities for growth and improvement.
• Define and establish a comprehensive Service Level & Experience Management framework (including XLAs, SLAs, OLAs, and KPIs) to ensure consistent service quality and robust performance measurement.
• Own, manage, and continuously update the IT Service Catalogue and service performance metrics, ensuring accuracy and transparency.
• Ensure adherence to established processes and standards, performance reporting, budget management, corporate/regional alignment, and effective resource allocation.
• Collaborate closely with vendors and service providers to optimize service delivery, ensuring alignment with contractual expectations and quality standards.
• Promote a customer-centric approach, driving high levels of customer satisfaction through exceptional service delivery and strong customer relationships.