Job Opportunities API

Who We Are WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses. VML, part of WPP, supports WPP Enterprise Solutions by helping brands activate transformation through creativity and experience. Service Delivery Manager is needed with proven experience in service delivery for a high-profile customer’s web site. The opportunity The candidate should have a good technical understanding of web platforms and good grounding on how customers use our solutions to drive revenues and profits. This role is a combination of support management and team leadership, including liaison with internal technical teams and third parties. You should be able to deal confidently with customers, manage and motivate a team of web engineers, plan workloads & priorities, interact with 3rd parties, analyse / plan workload, deal with hosting providers and help manage software releases & deployments. Additionally, you will be required to work within the support processes (reporting, SLA’s, incident & problem management etc). A flexible approach to working hours and a willingness to cover periods of on-call support is required for this role.   What you’ll get to do Co-ordinate & facilitate the contracted eCommerce service to one or more customers Ensure that escalations and communications are managed in line with documented contract standards Develop and maintain good customer relationships with the support of the Account Manager. To be primary point of contact for the customer and ensure that the contracted scope of service is delivered to contracted SLA’s and that levels of customers satisfaction remain high Ensure all agreed SLAs are met for incidents & service requests Develop and maintain a productive and close working relationship with relevant Account Executives Build appropriate working relationships with any third party’s involved in the delivery of in scope production services to the customer Produce weekly and monthly service reports for customers against the agreed targets, SLA's, KPI's, to agreed deadlines together with analysis and interpretation of service trends and recommendations to enable service improvements and cost saving opportunities Undertake analysis and interpretation of service trends to identify recommendations for service improvements and cost saving opportunities Conduct regular service reviews on a monthly/quarterly basis Liaise with customers to agree problem priorities and delivery Ensure changes, releases, patches or upgrades to customer production environments are managed effectively and in a timely manner through the change & release management process Ensure any interruptions to the live service are resolved quickly and that the underlying problem is identified and removed using Problem and Change Management processes Conduct Root Cause Analysis for all Severity 1 incidents, identifying & recommending opportunities for service improvement using Continuous Sustainable Improvement Plan (CSIP) Ensure Support Activities managed within contracted Support Budget Work with support and development teams to ensure problem fixes are planned into releases and delivered   What you should have Excellent communication, interpersonal, and leadership skills. Strong analytical and problem-so