Service Delivery Manager

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

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

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.

Why we're hiring:

The Delivery Manager for the WPP Open Platform will be responsible for the successful end-to-end delivery of IT services and projects, ensuring they meet client expectations, business objectives, and WPP Open standards. This role involves overseeing the operational efficiency and continuous improvement of support and delivery processes, managing stakeholder relationships, and driving the strategic evolution of the Open Platform's service offerings, and ensuring effective post-incident task management to prevent recurrence and improve system resilience. The Delivery Manager will bridge the gap between technical teams and business needs, ensuring seamless service delivery and a high level of customer satisfaction.

What you'll be doing:

• Leading, mentoring, and coaching a team of L2 support engineers, fostering a collaborative and high-performing environment.
• Conducting regular performance reviews, identifying training needs, and developing individual growth plans for team members.
• Managing team workload and resource allocation to ensure optimal coverage and adherence to SLAs.
• Overseeing the onboarding and training of new team members, ensuring they are equipped with the necessary knowledge and skills.
• Managing team schedules, including shift rotations and on-call coverage.
• Driving team meetings and facilitate communication within the team and with other stakeholders.
• Overseeing the resolution of complex technical issues escalated from L1 support, providing guidance and expertise to the team.
• Acting as the point of escalation for critical incidents, coordinating with internal teams and external vendors to ensure timely resolution.
• Proactively identifying and addressing recurring issues, implementing preventative measures to minimize future incidents.
• Contributing to the development and maintenance of the knowledge base and runbook procedures.
• Monitoring team performance against KPIs and SLAs, identifying areas for improvement and implementing corrective actions.
• Analyzing support trends and identifying opportunities to enhance support processes, tools, and documentation.
• Driving continuous improvement initiatives to optimize team efficiency and customer satisfaction.
• Managing and reporting on team performance to upper management.
• Building and maintaining strong relationships with key client stakeholders, ensuring their needs are met and expectations are exceeded.
• Proactively communicating with clients regarding ongoing issues and planned maintenance activities.
• Participating in client meetings and presentations as needed.

What you'll need:

• 5+ years of experience in technical application support, with at least 2 years in a team lead or supervisory role.
• Deep understanding of application support best practices, including ITIL framework. ITIL certification preferred.
• Strong technical skills and experience with the following technologies:
• JIRA, Zendesk, or ServiceNow
• Reporting and analytics tools
• SQL and scripting (Python)
• API calls and tools like Postman
• GCP Foundation, Terraform, Kubernetes/GKE/Minikube, ArgoCD
• Datadog, Statuspage, Pagerduty
• Excellent written and verbal communication skills, with the ability to communicate effectively with technical and non-technical audiences.
• Proven ability to lead and motivate a team, fostering a positive and collaborative work environment.
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Experience managing SLA-driven services for multiple clients.
• Experience with coding and software development life cycle (SDLC).

Desirable Skills:

• Experience with performance and/or security testing.
• Hands-on experience with both white box and black box testing.
• Experience building and implementing support processes.
• Understanding of Advertising APIs.
• Background in Adtech or Advertising businesses.

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?

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.