Head of Support – North America

WPP IT provides IT services for WPP, the world’s largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world’s most creative brands.

#LI-Hybrid

Why we're hiring:

At WPP, technology is at the heart of everything we do, and it is WPP IT’s mission to enable everyone to collaborate, create and thrive. WPP IT is transforming to create our future IT together that will support the world’s largest creative transformation company. 

As we continue on this journey  we require a Head of Support to take accountability for all campus and customer support for North America. This includes technologies colleague devices, meeting room technologies, audio-visal, local connectivity and distributed technologies.

What you'll be doing:

• Lead and inspire the Campus & Colleague Experience team in North America to deliver world class experiences to WPP colleagues in the NA region.
• Embrace the use of automation and drive the move towards pre-emptive and predictive support practices.
• Build and develop a culture of new ways of working, designed to deliver the optimal experience to colleagues.
• Accountable for support services provided across the NA region, whether provided through partners or directly, to campus locations and offices across all operating companies.
• Manage regional relationships with key support partners.
• Help define the Colleague and Campus Experience roadmap and work in conjunction with the Transformation organisation to deliver the portfolio of initiatives across the region.
• Build, develop and mentor a regional team of highly-qualified colleagues and partners who champion a human-centred and mindset
• Ensure the operational model is consistent with other regions, as appropriate
• Provide leadership and input in the event of major incidents impacting the region
• Work with partners to ensure, via appropriate problem management processes, that issues are addressed at root cause
• Manage operational backlogs and deliver services with minimal disruption
• Work with Service Management and SIAM teams to manage SLAs and OLAs with key partners and to ensure that services are optimised
• Support the archetypes and corporate units by developing a deep understanding of their ways of working, personas, interaction models and requirements
• Build strong relationships with partners to drive value and improve service levels to colleagues
• Work with Strategy & Architecture, partners and archetype CIOs to deliver innovation to the region

What you'll need:

• Experience of designing, implementing and running support services across a diverse geograpical and cultural footprint
• Extensive experience of partner management, to deliver against expected service levels and experiences
• Thought leader and technical expertise in support domains
• Exceptional knowledge of IT service and application delivery
• Strong senior stakeholder and people leadership skills
• Extensive experience of leading a large scale support environment
• Demonstration of relevant role specific / industry qualifications
• ITIL processes and best practices
• Working knowledge of all technologies supported

Who you are:

You’re open: 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.

You’re optimistic: We believe 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 confidence: to try the new and to seek the unexpected.

You’re extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we deliver extraordinary every day.

What we'll give you:

Passionate, driven people – We champion a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and deliver 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?

Job posted May 2022