EUS Market Manager, India at WPP

Job description

WPP is the trusted growth partner for the world’s leading brands. 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. We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise. 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. For more information, visit WPP.com. Why we're hiring: 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. What you'll be doing: Key Responsibilities Leadership & Line Management of Engineer Resources Directly manage EUS Leads and Engineers, facilitate resource planning and workload distribution, ensuring optimal efficiency across projects and operational demands. Set clear goals, expectations, and KPIs to measure individual and team performance across technical operations. Lead mentoring and skills development initiatives, fostering a culture of innovation and technical excellence. Champion process standardization, implementing ITIL and service management best practices for consistent execution. Ticket Queue Management & SLA Compliance Oversee ticket queue management, ensuring incidents and requests are categorized, prioritized, and assigned efficiently. Monitor SLA compliance, tracking ticket resolution times and ensuring adherence to service performance metrics. Ensure documentation of all incidents and service requests, creating detailed root cause analyses for major recurring issues. Lead stakeholder communication on SLA performance, ensuring transparency in service quality and incident handling expectations. Performance Optimization Utilize ITIL methodologies to improve service delivery, reduce incidents, and enhance end-user experience. Implement continuous improvement initiatives, analyzing ticket backlog data to enhance service response times and reduce bottlenecks. Identify opportunities to implement AI-driven support solutions, including chatbots, predictive analytics, and self-service portals to streamline IT assistance. Infrastructure & End-User Services Management Manage, implement, and optimize end-user service solutions to enhance support function in the XXX market Oversee device management, endpoint security, and identity access controls, ensuring compliance with global standards. Manage deployment, configuration, and lifecycle support for core user environments, including endpoint devices, collaboration platforms, business systems and remote access solutions. Technology Strategy & Architecture Develop and refine country IT infrastructure roadmaps, ensuring alignment with business needs and scalability considerations. Lead technology standardization efforts for network architecture, Active Directory, endpoint security, and service automation platforms. Collaborate with global technology teams to integrate IT frameworks, including enterprise mobility, security policies, and system automation. Drive continuous improvements in system architecture, ensuring optimized performance of IT assets across on-premises and cloud-b