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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 Director of ServiceNow Transformation (FTC) is a fixed-term role accountable for delivering the full replatforming and modernization of WPP’s ServiceNow environment. This role focuses on transitioning to a clean, out-of-the-box instance, leveraging GenAI and virtual agent to reduce reliance on physical service desk resources, and building a sustainable in-house capability to maintain the platform moving forward. It involves overseeing third-party delivery partners, driving platform adoption, and enabling a simplified, data-driven service management experience.
What you'll be doing:
- ServiceNow Platform Transformation:
- Lead the replatforming of ServiceNow to a clean, standardized instance with minimal customization.
- Define and implement a roadmap to adopt out-of-the-box functionality across all ITSM, ITOM, and support modules.
- Design and implement simple, scalable data models; streamline resolver group structures; and establish a pragmatic CMDB architecture with automated data feeds from all core systems, leveraging ITOM Pro for discovery, service mapping, and operational visibility.
- Champion automation and self-service capabilities, including GenAI-enabled Virtual Agents to reduce ticket volumes and manual interventions.
- Oversee ServiceNow license consumption and entitlements, ensuring efficient use of contracted modules and avoiding overage costs.
- Partner Delivery Oversight and In-house Team Build:
- Engage and manage third-party implementation partners to deliver transformation on time, within budget, and to quality standards.
- Build a lean but capable in-house ServiceNow team to support long-term ownership and continuous platform evolution.
- Establish strong governance and quality assurance processes for vendor delivery and platform change management.
- Jointly manage a Programme Manager responsible for coordinating day-to-day deployment activities, risk mitigation, and milestone delivery.
- Platform Optimization and Continuous Improvement:
- Implement performance baselines and track measurable improvements across platform usability, cost-efficiency, and resolution time.
- Promote agile release cycles and data-driven enhancements using platform analytics and user feedback.
What you'll need:
- Deep understanding of the ServiceNow platform architecture, modules, and deployment strategies.
- Demonstrated experience with large-scale ITSM transformations, ideally moving to clean instance designs.
- Experience managing third-party systems integrators and performance-based vendor contracts.
- Working knowledge of GenAI and Virtual Agent capabilities in ServiceNow and their impact on service delivery models.
- Strong leadership and change management skills, with experience building new functions or teams from the ground up.
- Excellent problem-solving and communication abilities.
Critical Knowledge and Experience:
- ServiceNow Expertise: Proven experience replatforming or delivering major ServiceNow transformations, including migration to clean-core designs.
- AI & Automation: Familiarity with GenAI integration in ServiceNow, especially Virtual Agent capabilities and impact on support operations.
- Vendor Management: Experience running complex SI-led implementations with strong delivery assurance and contract oversight.
- Organizational Build: Ability to structure, recruit, and onboard a core in-house ServiceNow function.
- Strategic Execution: Skilled in delivering complex technology change programs under tight timelines with measurable business outcomes.
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.
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.
