About this role
WPP is the trusted growth partner for the world’s leading brands.
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.
We have been building the world's most valuable brands for 50 years and have global reach across 100+ markets, with deep local expertise.
Our people are the key to our success. We'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.
For more information, visit WPP.com.
Why we're hiring:
This role is accountable for the end-to-end transformation of ServiceNow at WPP.
You will lead a full reset of the platform, moving from a fragmented, legacy implementation to a clean, standardized, out-of-the-box aligned environment designed for an AI-enabled service model. This is a transformation mandate with clear executive sponsorship.
The objective is to establish a next-generation service capability, leveraging virtual agents, automation, and agentic AI to significantly reduce manual intervention, improve service quality, and enable scalable operations globally.
What you'll be doing:
Key Accountabilities
End-to-End Transformation Leadership
- Define and execute a comprehensive transformation plan for ServiceNow across WPP
- Lead a clean rebuild approach, prioritising out-of-the-box capabilities over customisation
- Remove legacy complexity, duplication, and technical debt across the current estate
- Establish a single, coherent operating model for service management globally
AI-Enabled Service Model
Design and deliver ServiceNow ready for a service desk of the future, centred on:
- Virtual agents and conversational interfaces
- Automation-first workflows and self-healing capabilities
- AI-assisted and autonomous problem management
- Drive measurable reduction in manual support activity
Operating Model & Governance Reset
- Define and implement a new governance model, eliminating fragmentation and localised divergence
- Establish clear global standards, controls, and design principles
- Embed a disciplined execution model across all transformation activities
Delivery & Partner Alignment
- Lead delivery in partnership with Kyndryl (operational delivery) and ServiceNow (platform expertise and best practice)
- Ensure tight coordination across internal teams and partners, with unambiguous accountability
- Oversee all phases of transformation, including redesign, rebuild, migration, and rollout
Who you'll be working with:
You will work in close partnership with ServiceNow and Kyndryl, under the direction of the CIO for Technology Operations, with senior stakeholder input from across Enterprise Technology including the Chief Risk & Compliance Officer, CIO for Business Platforms, and the Group CIO
You will operate as the transformation lead, working in close partnership with ServiceNow and Kyndryl, under the direction of the CIO, Technology Operations, with senior stakeholder engagement across Enterprise Technology and the wider Group.
What you'll need:
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 conviction: 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 provide extraordinary 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 (https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.
About WPP
At WPP, we believe in the power of collaboration and the impact of bold ideas. We champion creativity, providing a dynamic environment where you can contribute to groundbreaking work, develop your skills, and become part of a global community of passionate individuals. Explore a world of opportunities at WPP and discover a career that fuels your passion and empowers you to make a difference. We use AI tools in our hiring process to enhance efficiency and improve the candidate experience, such as helping match candidates to roles or assist with scheduling. These tools support, but never replace, human decision-making. All final hiring decisions are made by people. We are committed to using AI ethically, ensuring fairness, minimizing bias, and protecting candidate data in line with privacy regulations. If you have questions about how AI is used in our recruitment process, please reach out to enquiries@wpp.com .
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