Global Infrastructure Service Manager - Distributed
CurrentKey accountabilities include:-Accountable globally for the delivery and service performance of all technical hosting and storage services.-Managing relationships with key stakeholders across the WPP Group and relationships with the 3rd party suppliers-Accountable for defining and achieving key performance targets, through effective stakeholder management and 3rd party / vendor governance.-Own all ITIL processes within the services. Support the development and implementation of service delivery procedures and best practices in line with WPP methods and standards.-Delivery of effective Service management, with clear service performance management.-Drive operational excellence and continuous improvement efforts across the delivered services so that expectations were properly set risks and issues effectively managed and to improve service performance and perception.-Accountable to ensure all service performance issues are correctly managed / escalated and that remediation plans are properly developed, delivered and reported. -Verify service operations against stated SLAs and OLAs via data analyses, ensuring the outsource provider takes corrective actions when performance falls below the contracted service levels.-Approve the transition to operations of new services and how these are integrated.-Management and steering of all Hosting and Storage Project Portfolio (Define / initiate / steer / track).-Lead and represent Service Transformation projects.-Lead supplier service review meetings, reporting and other stakeholder engagements.-Manage and coordinate effective communications across all WPP stakeholders up to CIO levels.
