Job Description

WPP is seeking a Head of End User Services for the Americas to lead and transform technology operations support, ensuring exceptional end-user experiences and driving continuous improvement within the company's digital transformation. The role involves overseeing day-to-day operations, leading a team, building stakeholder relationships, and championing technology opportunities.

Responsibilities

• Oversee day-to-day technology operations with a focus on end-user support
• Lead and inspire the End User Services team
• Develop team members' skills and leadership capabilities
• Build and maintain relationships with stakeholders
• Provide updates on ET operations and initiatives
• Identify and champion technology opportunities
• Balance demands and priorities across teams
• Champion the new Operating Model
• Manage SLAs and OLAs with partners
• Deliver on-site IT support
• Lead a customer-focused, continuous learning culture
• Manage IT asset procurement, inventory, and lifecycle
• Manage escalations and liaise with suppliers

Requirements

• Experience in designing and running support services
• Experience in partner management
• Exceptional knowledge of IT service and delivery
• Strong people leadership skills
• Experience leading a large-scale support environment
• Familiarity with ITIL processes
• Excellent written and verbal communication skills
• Strong time management and prioritization skills
• Ability to develop and implement strategic plans
• Strong analytical and problem-solving skills
• Ability to think globally and operate regionally
• Self-motivated and driven team player

Benefits

• No benefits