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Senior, niche transformation lead at a non-Tier1 firm with metro location reduces applicant competition.
Enterprise ITSM and transformation skills transfer across industries but require domain-specific experience.
Role requires senior transformation, ITSM/ITIL expertise and CIO-level stakeholder influence, so hiring filters will be strict.
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Own and lead the full transformation of WPP’s enterprise Service Management Platform, replacing legacy ServiceNow with a modern, AI-enabled platform across Technology Operations and corporate functions.
Define and deliver the global service management operating model, governance, and processes incorporating AI-driven automation, self-service, and industry best practice.
Manage partnerships and coordinate cross-functional teams to ensure migration, rollout, adoption, and measurable service improvements aligned to strategic goals.
Proven experience leading large-scale technology transformation programs in complex, global enterprises.
Strong expertise in Enterprise Service Management, ITIL, platform transformation, rebuild, or major operating model changes.
Experience establishing governance models, design principles, global standards, and operating controls for service management.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in simplifying complex legacy service management environments toward standardised, scalable, best-practice platforms.
Proficient in managing senior stakeholders at CIO and executive levels, and working with external partners and globally distributed teams.
Skilled in delivering AI-enabled service management capabilities such as virtual agents, automation-first workflows, and intelligent routing.