Service Management Platform Transformation Lead

Overview

Lead the end-to-end transformation of WPP's enterprise Service Management Platform, replacing the existing ServiceNow platform with a modern, AI-enabled service management platform that owns service management across Technology Operations, Enterprise Technology, Finance, HR and other corporate functions.

What you'll do

• 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

• 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.

Nice to have

• 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.

Details

• Hybrid working, with teams in the office around four days a week.