Senior Incident Manager, America

Why we're hiring:

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

Senior Incident Manager will lead the resolution of critical incidents and ensure the stability and reliability of IT services. The role involves managing high-severity incidents, collaborating with cross-functional teams, and driving process improvements to minimize downtime and enhance customer satisfaction. 

The role will report to Head of Incident Management and Hardware Asset Management.

What you'll be doing:

Key Responsibilities: 

• Incident Management Leadership: 

• Take ownership of major incidents (P1/P2) to ensure timely resolution and minimal business impact. 

• Act as the central point of contact during high-severity incidents, coordinating with technical teams, stakeholders, and vendors. 

• Drive the incident resolution process, including identification, escalation, troubleshooting, and closure. 

• Communication and Stakeholder Management: 

• Provide clear and timely communication to stakeholders, including senior management, during incidents. 

• Deliver post-incident reports with root cause analysis, impact assessments, and preventive recommendations. 

• Ensure effective collaboration and alignment with incident, problem, and change management processes. 

• Incident Monitoring and Reporting: 

• Monitor incident trends and performance metrics to identify areas for improvement. 

• Analyze data from ITSM tools to generate reports on incident volumes, response times, and resolution rates. 

• Define and track key incident management KPIs to ensure process effectiveness. 

• Process Improvement: 

• Continuously refine incident management processes to enhance efficiency and reduce response times. 

• Identify recurring incidents and drive proactive measures to prevent future occurrences. 

• Collaborate with Problem Management to ensure effective root cause identification and resolution. 

• IT Service Management (ITSM): 

• Leverage ITSM tools (e.g., ServiceNow, Jira Service Management) to manage and document the incident lifecycle. 

• Ensure adherence to ITIL best practices in incident resolution and service restoration. 

• Team Coordination and Training: 

• Guide and mentor junior incident managers and service desk teams on incident handling best practices. 
• Lead war rooms and crisis management calls during major incidents. 
• Develop and deliver training programs to improve incident management capabilities across the organization. 

What you'll need:

Technical Skills: 

• Strong knowledge of ITIL frameworks, especially Incident, Problem, and Change Management. 

• Hands-on experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent. 

• Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, Nagios, PagerDuty). 

• Certifications: 

• ITIL v4 Foundation certification (mandatory). 

• ServiceNow certification (preferred). 

• Soft Skills: 

• Exceptional communication and stakeholder management skills. 

• Strong analytical and problem-solving abilities to drive swift incident resolution. 
• Ability to work under pressure and manage multiple priorities in a fast-paced environment. 
• English fluency, Advanced level is required for this role

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 open-minded: to 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 aim to create a culture in which people can 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?

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