IT Service Operations Manager

hace 1 semana

Monterrey, México WPP A tiempo completo

**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.**

**Why we're hiring**:
Reporting into the Service Management Function, the IT Service Assurance Manager will be responsible for the assurance of Incident, Problem, Continuous Improvement and Service Level Management practices.

**What you'll be doing**:

- Responsible for the effective assurance of the following practices:

- Incident Management
- Problem Management
- Continual Improvement of practices.
- Service Level Management
- Attendance of Priority 1 incidents
- Supporting the supplier by providing assistance with business interactions during both a P1 & Major Incident
- Responsible for review and acceptance of Supplier Post Incident Review (P1)
- Responsible for identification of a Major Incident against agreed criteria.
- Responsible for effective Major Incident Management Business Communication and assurance.
- Responsible for communicating to the business and Senior Leadership Team during a Major Incident.
- Responsible for Post Incident Analysis and creation of the quality scorecard following a Major Incident
- Maintenance of escalation and contact information.
- Maintenance of the Service Status board
- Review supplier RCA findings and improvement proposals.
- Responsible for the Continual Improvement of Operations practices
- Attend Service level management attribution(on-hold) daily review meeting for both problem and incident.
- Service Level Management - Attainment Assurance.
- Assist in the audit of process on a quarterly basis

**Key Outcomes**:

- Suppliers are delivering the quality of services required.
- Practice maturity is developed and improved in line with the ITSM strategy.
- Be a "Champion" of best practise.
- Timely resolution of incidents and incident reduction through effective problem management.
- To meet customer service expectations
- To ensure value is achieved through all 3rd party services.

**What you'll need**:

- Previous experience of Incident & Problem management preferably within a global organisation.
- Strong experience of managing major incidents within a complex and distributed environment.
- The ability to understand business impact.
- Excellent knowledge of Incident and Problem Management.
- Ability to work as part of a distributed and remote team.
- A strong command of written and spoken English.
- Strong communicator
- ITIL Service Operations.
- Excellent supplier management experience.
- IT Services background. (Minimum 3 years)
- Able to work well under pressure.

**Desirable**:

- ITIL V4 to Expert Level
- Degree qualifications and/or relevant professional qualification

**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?

**Please read our **Privacy Notice** for more information on how we process the inf

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