Head of Support

**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.**

**#LI-Hybrid**

**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 transforming to create our future IT together that will support the world's largest creative transformation company.

As we continue on this journey we require a Head of Support to take accountability for all campus and customer support for Latin America. This includes technologies colleague devices, meeting room technologies, audio-visal, local connectivity and distributed technologies.

The Head of Support - LATAM role is accountable for all support services for the Latin America region, for 24,000 colleagues based in campus locations, offices and from remote locations.

The primary purpose of the role is to ensure that WPP internal colleagues are delighted with the support services and the experience received, through the Global Service Desk, desk side support or walk up TechHubs.

Services are currently delivered by a blend of outsourced services and internal people in the LATAM region. Over the coming months, a new global Digital Workplace partner will be implemented. This transition will include migrating both from the incumbent provider and from where services are directly provided by WPP IT internal people. This role will play a pivotal part in this transition, including playing a key role in the design of the service model and transition approach and being the ultimate customer of the new service from the implementation programme.

WPP IT are implemented new ways of working, including the introduction of a new SIAM partner and our own implementation of ServiceNow. You will need to bring your experience from other organisations to help define these news ways of working and an approproate global operating model.

The Head of Support will ensure that the performance of partners is monitored to ensure that the service received is in line with expectations and contractual obligations. Where deficiences are identified, working in conjunction with the Service Management function, improvements will be identified and implemented.

A large team of IT Support professionals reports into this role, including people transitioned from Operating Company IT teams. The person in this role will need to ensure that the team is motivated, aligned to the strategic direction and is high performing.

Managing relationships with senior stakeholders in the region is a key facet of this role, whether in the business functions or other areas of WPP IT.

**What you'll be doing**:

- Lead and inspire the Campus & Colleague Experience team to deliver world class experiences to WPP colleagues in the Latin America region.
- Integrate the people moving in from Operating Company IT and build a new culture of togetherness.
- Accountabe for support services provided across the Latin America region across all operating companies within the WPP group.
- Be a key part of delivering the IT transformation in Latin America, including the implementation of a new global Digital Workplace partner, delivered to all Operating Companies in the region.
- Manage performance and relationships with key support partners. Working with Service Management, drive service improvement activities
- Embrace the use of automation and drive the move towards pre-emptive and predictive support practices.
- Build and develop a culture of new ways of working, designed to deliver the optimal experience to colleagues.
- Help define the Colleague and Campus Experience roadmap and work in conjunction with the Transformation organisation to deliver the portfolio of initiatives across the region.
- Build, develop and mentor a regional team of highly-skilled colleagues and partners who champion a human-centred mindset
- Provide leadership and input in the event of major incidents impacting the region
- Work with partners and Service Management to ensure, via appropriate problem management processes, that issues are addressed at root cause
- Working with partners, manage operational backlogs and deliver services with mínimal disruption
- Work with Service Management and SIAM teams to manage SLAs and KPIs with key partners and to ensure that services are optimised
- Support the business functions by developing a deep understanding of their ways of working, personas, interaction models and requirements
- Work with Strategy & Architecture, partners and archetype CIOs to deliver innovation to the region

**What you'll need**:

- Experience of designing, implementing and running large scale support services across a diverse geograpical and cultural footprint
- Extens