IT Manager

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.

We are looking for a highly technical IT manager to oversee End User Services (EUS) and drive strategic technology operations across the Costa Rica 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:

Roles and Responsibilities

• Oversee and manage daily technology operations to ensure high availability and reliability of IT services.
• IT Budget management
• Coordinate with cross-functional teams to implement technology solutions aligned with business objectives (WPP ET).
• Monitor system performance, troubleshoot issues, and ensure timely resolution of incidents.
• Manage IT infrastructure, including servers, networks, and cloud services, maintaining security and compliance standards. (AZURE, LAN)
• Supervise and guide technical support staff, fostering professional growth and effective teamwork.
• Collaborate with vendors and service providers for procurement, maintenance, and contract management.
• Report on operational metrics, incident trends, and improvement initiatives to senior leadership.
• Drive the adoption of best practices in IT service management and operational excellence following WPP ET guidelines
• Attend and interact effectively and directly with stakeholders
• Management of support for business-critical applications

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 Costa Rica 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-based environments.

Security, Compliance & Risk Management

• Implement cybersecurity best practices in coordination with the Cyber, Risk & Compliance (CRC) team.
• Ensure regulatory compliance across identity & access management (IAM), endpoint encryption, and data protection strategies.
• Lead incident response protocols, overseeing vulnerability management, SIEM monitoring, and remediation efforts.

Vendor & Cost Optimization

• Manage enterprise agreements with our technology partners, vendors and providers, ensuring cost-effective procurement of any licensing and services.
• Optimize IT budgets, identifying opportunities for cost reduction in service contracts and hardware lifecycle management.
• Evaluate emerging technology solutions that align with business expansion and infrastructure modernization initiatives.

Project Management & IT Transformation

• Lead market deployment of global IT initiatives, including Network, Infrastructure, Modern Workplace, and Security transformations.
• Coordinate cross-functional teams on technology rollouts, overseeing user migration strategies, cloud adoption plans, and infrastructure upgrades.

What you'll need:

• Bachelor's degree in Information Technology, Computer Science or a related field. Or relevant experience within Information Technology.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Understanding of IT endpoint infrastructure, including Microsoft OS, MacOS, Active Directory, device management, Identity Management and Audio-Visual technology.
• Proficiency in ITIL and ITSM frameworks
• Experience with endpoint management platforms, including MDM solutions like Jamf and Intune.
• Demonstrated experience in IT governance, compliance audits, and risk mitigation strategies.
• Budget management expertise, overseeing software licensing, vendor contracts, and IT cost optimization.

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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