O365 Service & Process Lead
About this job
WPP is a trusted growth partner for leading global brands, combining cutting-edge media intelligence, data solutions, creativity, production, and transformative enterprise solutions powered by the WPP Open platform. As an O365 Service & Process Lead at WPP in India, you will own the service-management processes and quality for the M365 estate to ensure well-governed operations and continuous improvement. The team works collaboratively to deliver transformational growth for top brands across more than 100 markets. A normal day in this role involves defining service standards, governing partner process adherence and SLAs with Kyndryl, overseeing service reporting, driving problem management and root-cause elimination, supporting audits, coordinating day-to-day delivery across incident and request management, managing operational escalations, and ensuring low-risk change management.
Responsibilities
- Define and maintain M365 service-management processes and standards.
- Govern Kyndryl process adherence, SLAs, and service quality.
- Own service reporting, reviews, and continuous improvement.
- Drive problem management and root-cause elimination.
- Support audits, compliance, and governance.
- Coordinate day-to-day delivery with Kyndryl run teams across incident, request, and problem management.
- Manage operational escalations and ensure low-risk, well-controlled change.
Requirements
- Experience in service management and process design for M365.
- Knowledge of ITIL and continual-service-improvement practice.
- Experience with vendor governance and SLA reporting.
- Skills in data analysis and reporting.
- Stakeholder management abilities.
- Proven experience leading operational teams for the relevant platforms.
- ITIL or service-management experience along with a vendor-coordination track record.
- Relevant certifications or equivalent experience.
Who should apply
This role suits professionals with a strong background in service management, ITIL practices, and vendor governance, particularly those experienced in overseeing M365 estates and coordinating with delivery partners like Kyndryl. Ideal candidates will possess solid data analysis skills, stakeholder management expertise, and a track record of leading operational teams. The posting does not state whether freshers can apply.
Frequently asked questions
What is the role of the O365 Service & Process Lead at WPP?
The O365 Service & Process Lead owns the service-management processes and quality for the M365 estate, ensuring well-governed operations, continuous improvement, and vendor SLA compliance.
Who does the O365 Service & Process Lead coordinate with at WPP?
The role involves coordinating day-to-day delivery with Kyndryl run teams across incident, request, and problem management.
What qualifications are needed for the WPP O365 Service & Process Lead position?
Candidates need experience in M365 service management and process design, ITIL practices, vendor governance, data analysis, stakeholder management, and relevant certifications or equivalent experience.
Where is the WPP O365 Service & Process Lead job located?
The location for this role is India, with a hybrid work approach requiring time in the office.
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