Director of Service Delivery in London

WPP is undergoing a significant transformation to build the transformation platform that will power the next evolution of the business. The Company is building a modern, tech‑enabled operating model to simplify governance, accelerate decision‑making and create a consistent colleague experience across its brands and markets.

As part of this journey, we need a Director of Service Delivery 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, and will lead key vendor and partner relationships to drive operational outcomes and a consistently positive colleague experience.

What you'll be doing

• Service Delivery Leadership
  • Lead the end‑to‑end delivery of core services, including oversight of the Service Desk and ownership of Service Management to ensure stable, secure and reliable services for colleagues across WPP.
  • Own operational service performance with clear accountability for service quality, availability, responsiveness, resilience and continual improvement.
  • Oversee service management disciplines including incident, problem, change, request and major incident management, ensuring effective governance and control.
  • Define and manage service performance frameworks, including SLAs, OLAs, XLAs and KPIs, with reporting that drives action and accountability.
  • Act as a senior escalation point for service issues, balancing immediate resolution with root‑cause analysis and long‑term improvement.
• Service Experience
  • Shape and lead a service experience approach that puts colleague needs, outcomes and satisfaction at the centre of service delivery.
  • Use insight, feedback and service data to identify pain points, prioritise improvements and enhance the overall experience of services.
  • Partner with business and technology stakeholders to ensure services are designed and delivered in a simple, effective and aligned way to business needs.
  • Embed a culture of continuous improvement, using service reviews, user sentiment and operational data to drive measurable experience improvements.
• Vendor and Partner Management
  • Lead operational relationships with strategic vendors and delivery partners, ensuring services are delivered in line with contractual commitments and expected outcomes.
  • Monitor partner performance through robust governance, service reviews and performance reporting, holding partners to account for quality, cost and improvement delivery.
  • Work closely with procurement, finance and internal stakeholders to support commercial decisions, contract renewals, service changes and risk management.
  • Build effective, outcome‑focused partnerships that support service transformation, operational efficiency and a consistently strong colleague experience.

Who you'll be working with

• CIO, Technology Operations – Paul Timmins (line manager)
• Technology Operations Leadership Team
• Group CIO – Dominic Shine
• Agency and Corporate CIOs
• Agency C‑suite leaders responsible for operational performance (CFO/COO)

What you'll need

• Strong service delivery leadership experience, with a proven track record of leading large‑scale operational services in complex, global and highly matrixed environments.
• Deep experience managing an outsourced service provider, with clear accountability for service quality, performance, governance, cost control, contractual compliance and continuous improvement.
• Proven experience leading outsourcing and insourcing of service delivery functions, including service desk, with the ability to manage transition, knowledge transfer, operating model change and service continuity.
• Strong service management expertise across incident, problem, change, request and major incident management, with a strong understanding of SLAs, OLAs, XLAs and KPI‑based performance management.
• Strong service experience focus, with the ability to use colleague feedback, operational insight and service data to improve experience and outcomes.
• Strong commercial and partner management capability, including experience working with procurement and finance on contracts, renewals, service reviews, performance governance and cost optimisation.
• Experience of leading organisational and delivery model change across internal, outsourced, onshore and offshore teams, while maintaining service stability and minimising operational disruption.
• Strong stakeholder management and communication skills, with the ability to engage credibly with senior technology and business leaders, serve as an escalation point and communicate service performance clearly.
• Strong knowledge of enabling technologies including ServiceNow and other tooling used to support enterprise service delivery.
• Experience operating at global scale, with a practical understanding of the challenges of delivering consistent service outcomes across multiple regions, businesses and partner teams.

Who you are

• You’re open: We are inclusive and collaborative; we encourage the free exchange of ideas and respect diverse views. We are open‑minded to new ideas, new partnerships and new ways of working.
• You’re optimistic: We believe in the power of creativity, technology and talent to create brighter futures for our people, our clients and our communities. We approach all that we do with conviction, trying the new and seeking the unexpected.
• You’re extraordinary: We are stronger together through collaboration, achieving the amazing. We are creative leaders and pioneers in our industry, delivering extraordinary work 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. Please read our Privacy Notice for more information on how we process the information you provide.