DirecciónWPP 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 115,000 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, 307 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 20th 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.
Why we're hiring:
At WPP, technology is at the heart of everything we do, and it is WPP IT's mission to enable everyone to collaborate, create and thrive. WPP IT is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP's petabytes of data.
The role will be supporting our global Workday implementation and existing HR Information Systems (HRIS) applications, reporting to the Global Service Manager - Workday Services, the purpose of this role is to manage the Service Delivery of Workday and HRIS applications in North America (NOAM) and is key to the operational running of the Workday Services Team. This role will manage ITIL processes such Incident, Request, Problem, Change and Release Management for Workday (HCM, FINS & PSA) and HRIS applications in the region, and will also be the escalation point for P1 tickets and other escalations from the business. The position will involve creating and presenting service reports to the business stakeholders detailing service level performance and will also have significant involvement in multiple go-live readiness activities for future releases.
This is an exciting and varied role in a dynamic organisation where you will work closely with the wider Workday Services Team to provide a world class service and support to the end users and the business on a day-to-day basis. You will also work with the WPP Implementation Team and technology support teams to understand, improve and deliver an efficient and effective service.
What you'll be doing:
- Reporting into the Global Service Manager - Workday Services, the role will manage and be the point of contact for the service delivery of Workday and HRIS applications for NOAM.
- Manage the Incident, Request, Problem, Change and Release Management processes for NOAM.
- Creating and presenting service reports to the business stakeholders detailing service level performance.
- Monitor status of high priority open tickets daily and work with technology support teams till resolution keeping the stakeholders updated.
- Monitor service ticket performance against our vendors and internal team SLA's/OLA's
- Managing P1 incidents in the region, reporting regularly to the Global Service Manager and wider stakeholders with updates.
- Work closely with the Service Transition team to ensure major releases also cover all the operational readiness criteria required for the NOAM region.
- Be heavily involved and lead service Improvement activities.
What you'll need:
- Strong working understanding of ITIL Processes, Incident, Request, Problem, Change and Release Management.
- Good understanding of Service Transition methodologies
- Experience taking ownership and managing issues successfully through to resolution.
- Experience coordinating different teams and keeping stakeholders notified during high priority incidents.
- Ability to build agreed service reports based on relevant metrics for the audience.
- Previous experience of Service Management around Workday or similar ERP SaaS Services with more corporate scale userbase and global reach
- Challenge existing ways of working and follow up with service improvement proposals to support the technology teams and to deliver a good service to end users.
- Advanced English fluency
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 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 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?
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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