EUS Market Manager, India

<div class="content-intro"><p><strong>WPP is the trusted growth partner for the world’s leading brands.&nbsp;</strong></p> <p><strong>We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.&nbsp;</strong><br><strong>&nbsp;</strong><br><strong>We have been building the world's most valuable brands for 50 years and have global reach across 100+ markets, with deep local expertise.</strong><br><strong>&nbsp;</strong><br><strong>Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.&nbsp;</strong><br><strong>&nbsp;</strong><br><strong>For more information, visit <a href="https://eur02.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwpp.com%2F&amp;data=05%7C02%7CErica.Durr%40wpp.com%7C9bf4566a65bc46a48ac008de749116ea%7C150b5e663d884dee83f6ed149b727a00%7C0%7C0%7C639076363668176216%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=Q9juosud56XGLThSFZ1NpPZd6FXpJPxV74OeRZWoh%2B4%3D&amp;reserved=0" target="_blank">WPP.com.</a></strong><br><strong>&nbsp;</strong></p></div><p><span style="text-decoration: underline;"><strong>Why we're hiring:</strong></span></p> <p>We are looking for a highly technical IT manager to oversee End User Services (EUS) and drive strategic technology operations across the India market. This role ensures optimal service delivery, enhances IT frameworks, and manages a diverse technology landscape, integrating user endpoint infrastructure, security, and compliance requirements. The successful candidate will lead IT transformation initiatives and collaborate with cross-functional teams to align technology services with business objectives while maintaining robust system integrity and security posture.</p> <p><span style="text-decoration: underline;"><strong>What you'll be doing:</strong></span></p> <p><strong>Key Responsibilities</strong></p> <p><strong>Leadership &amp; Line Management of Engineer Resources</strong></p> <ul> <li>Directly manage EUS Leads and Engineers, facilitate resource planning and workload distribution, ensuring optimal efficiency across projects and operational demands.</li> <li>Set clear goals, expectations, and KPIs to measure individual and team performance across technical operations.</li> <li>Lead mentoring and skills development initiatives, fostering a culture of innovation and technical excellence.</li> <li>Champion process standardization, implementing ITIL and service management best practices for consistent execution.</li> </ul> <p><strong>Ticket Queue Management &amp; SLA Compliance</strong></p> <ul> <li>Oversee ticket queue management, ensuring incidents and requests are categorized, prioritized, and assigned efficiently.</li> <li>Monitor SLA compliance, tracking ticket resolution times and ensuring adherence to service performance metrics.</li> <li>Ensure documentation of all incidents and service requests, creating detailed root cause analyses for major recurring issues.</li> <li>Lead stakeholder communication on SLA performance, ensuring transparency in service quality and incident handling expectations.</li> </ul> <p><strong>Performance Optimization </strong></p> <ul> <li>Utilize ITIL methodologies to improve service delivery, reduce incidents, and enhance end-user experience.</li> <li>Implement continuous improvement initiatives, analyzing ticket backlog data to enhance service response times and reduce bottlenecks.</li> <li>Identify opportunities to implement AI-driven support solutions, including chatbots, predictive analytics, and self-service portals to streamline IT assistance.</li> </ul> <p><strong>Infrastructure &amp; End-User Services Management</strong></p> <ul> <li>Manage, implement, and optimize end-user service solutions to enhance support function in the XXX market</li> <li>Oversee device management, endpoint security, and identity access controls, ensuring compliance with global standards.</li> <li>Manage deployment, configuration, and lifecycle support for core user environments, including endpoint devices, collaboration platforms, business systems and remote access solutions.</li> </ul> <p><strong>Technology Strategy &amp; Architecture</strong></p> <ul> <li>Develop and refine country IT infrastructure roadmaps, ensuring alignment with business needs and scalability considerations.</li> <li>Lead technology standardization efforts for network architecture, Active Directory, endpoint security, and service automation platforms.</li> <li>Collaborate with global technology teams to integrate IT frameworks, including enterprise mobility, security policies, and system automation.</li> <li>Drive continuous improvements in system architecture, ensuring optimized performance of IT assets across on-premises and cloud-based environments.</li> </ul> <p><strong>Security, Compliance &amp; Risk Management</strong></p> <ul> <li>Implement cybersecurity best practices in coordination with the Cyber, Risk &amp; Compliance (CRC) team.</li> <li>Ensure regulatory compliance across identity &amp; access management (IAM), endpoint encryption, and data protection strategies.</li> <li>Lead incident response protocols, overseeing vulnerability management, SIEM monitoring, and remediation efforts.</li> </ul> <p><strong>Vendor &amp; Cost Optimization</strong></p> <ul> <li>Manage enterprise agreements with our technology partners, vendors and providers, ensuring cost-effective procurement of any licensing and services.</li> <li>Optimize IT budgets, identifying opportunities for cost reduction in service contracts and hardware lifecycle management.</li> <li>Evaluate emerging technology solutions that align with business expansion and infrastructure modernization initiatives.</li> </ul> <p><strong>Project Management &amp; IT Transformation</strong></p> <ul> <li>Lead market deployment of global IT initiatives, including Network, Infrastructure, Modern Workplace, and Security transformations.</li> <li>Coordinate cross-functional teams on technology rollouts, overseeing user migration strategies, cloud adoption plans, and infrastructure upgrades.</li> </ul> <p><span style="text-decoration: underline;"><strong>What you'll need:</strong></span></p> <p><strong>Qualifications &amp; Technical Expertise</strong></p> <ul> <li>Bachelor's degree in Information Technology, Computer Science or a related field. Or relevant experience within Information Technology.</li> <li>Strong leadership and team management skills.</li> <li>Excellent communication and interpersonal skills.</li> <li>Strong problem-solving and analytical skills.</li> <li>Understanding of IT endpoint infrastructure, including Microsoft OS, MacOS, Active Directory, device management, Identity Management and Audio-Visual technology.</li> <li>Proficiency in ITIL and ITSM frameworks</li> <li>Experience with endpoint management platforms, including MDM solutions like Jamf and Intune.</li> <li>Demonstrated experience in IT governance, compliance audits, and risk mitigation strategies.</li> <li>Budget management expertise, overseeing software licensing, vendor contracts, and IT cost optimization.</li> </ul> <p><span style="text-decoration: underline;"><strong>Who you are:</strong></span></p> <p><strong>You're open<em>:</em> </strong>We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.</p> <p><strong>You're optimistic<em>:</em></strong> <span id="628d56ad5d8a35dab853e65d9daa237c" class="editor-module-hl-green-solid">We believe</span> 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.</p> <p><strong>You're extraordinary:</strong> we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.</p> <p>&nbsp;</p> <p><span style="text-decoration: underline;"><strong>What we'll give you:</strong></span></p> <p><strong>Passionate, inspired people</strong> – We aim to create a culture in which people can do extraordinary work.</p> <p><strong>Scale and opportunity</strong> – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.</p> <p><strong>Challenging and stimulating work</strong> – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?</p> <p><span style="color: rgb(236, 240, 241);"><span data-teams="true">&nbsp;#onsite</span></span></p><div class="content-conclusion"><p><strong>We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.</strong></p> <p><strong>WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.</strong></p> <h4><strong>Please read our Privacy Notice (<a href="https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment">https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment</a>) for more information on how we process the information you provide.</strong></h4></div>