Service Design Manager

WPP

India

,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 109,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.

We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.

WPP and our award-winning agencies work with most of the world's biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 317 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 8th in the FTSE 100 rankings for Women on Boards.

 

WPP IT provides IT services for WPP, the world’s largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world’s most creative brands.

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Why we're hiring:

The Service Design Manager will report to the Service Design Practice Manager, providing best-practice guidance for the service design stage of the service management lifecycle. We’re looking for an ITIL certified Service Design Manager to work in Service Management. You will be responsible for designing IT services, together with the governing IT practices, processes, and policies, to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision. You will need to develop service design packages and select the appropriate service design model. 

What you'll be doing:

Supporting the design and implementation of services, strategies, and policies to ensure business requirements and user needs are being met.
Ensuring the consistent design of appropriate services, service management information systems, architectures, technology, processes, information and metrics to meet current and evolving business outcomes and requirements.
Coordinate design activities across projects, changes, suppliers and support teams, and manage schedules, resources and conflicts where required.
Plan and coordinate the resources and capabilities required to design new or changed services.
Produce service design packages (SDPs) based on service charters and change requests.
Ensure that appropriate service designs and/or SDPs are produced and that they are handed over to service transition as agreed
Manage the quality criteria, requirements and handover points between Service Design, Strategy & Architecture, and Service Transition
Ensure that all service models and service solution designs conform to strategic, architectural, governance and security requirements.
Improve the effectiveness and efficiency of service design activities and processes.
Ensure that all parties adopt a common framework of standard, reusable design practices in the form of activities, processes and supporting systems, whenever appropriate.
You will be responsible for supporting and ensuring all service design processes, which include Design Coordination, Service Catalogue Management, Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management and Supplier Management are delivered by all suppliers according to agreed Service Levels.
You will be responsible for driving continual service improvement across all aspects of Service Design and supporting other lifecycle stages of Service Management.

What you'll need:

Strong Customer Service Management experience and skills.
ITIL Foundation certification as a minimum – ITIL Service Design and Service Strategy desirable.
The ability to understand and articulate how an end-to-end user experience is supported and enabled by people, process, and technology.
The ability to tie observations from research to recommendations and actions.
The ability to work in dynamic conditions, and transition quickly between collaborative and individual work.
The ability to build professional relationships with colleagues and clients to increase your network and broaden your knowledge base within design.
Strong planning, organisation and documentation skills.
An interest in multiple design disciplines and approaches, and the ability to quickly dive into a new domain or process.
A collaborative nature, drawing motivation from effective teamwork, coordinating and in some cases managing scrum style teams within the wider team.
Strong Supplier and Stakeholder management skills
Strong communication, influencing and analytical skills
Working knowledge and understanding of Service Delivery as a whole.
Proven leadership and people skills.
Good technology insight with a full appreciation of how technology can enable positive business change.

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 accepting: of new ideas, new partnerships, new ways of working.

You're optimistic,:We believein 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 promote a culture of people that 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?

If this role hasn’t captured your interest, that’s ok! Would you consider sharing your opinion?  At WPP, we’re always trying to improve our hiring process, so your feedback is appreciated. Don’t worry, all responses will not influence any future applications that you may make. 

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WPP is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.

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