To lead discussions on high level solution design for medium to complex level enhancements, perform effort estimations for enhancements and ensure all considerations are taken for the end-to-end solutioning, to build, test, deliver the enhancements within the agreed timeframe and with quality.
To maintain documentation according to firm standards, best practices, and standard operating procedures
To fully comply with and adhere to all the standard AMS process & procedures that are developed, and client’s IT policies that applies.
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Develop and maintain SFMC assets including emails, landing pages, forms, automations, SQL queries, AMPscript , Server-Side JavaScript (SSJS), and dynamic content components
Build and optimize data models, data extensions, audience segmentation, and integrations between SFMC and external platforms such as CRM, CDP, APIs, and third-party marketing tools
Support end-to-end campaign execution including audience setup, QA/UAT, deployment, monitoring, and post-campaign analysis
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Have the authority to act within the Functional Description and the agreed budgets and as specified in GIMS / DOCMAP
Manage and develop Docmap and other Global HSEQ relevant application to serve strategically the HSEQ business area, including roadmap management, governance, lifecycle planning, and vendor engagement.
Drive efficiency and automation initiatives across HSEQ processes by reducing manual work and improving digital workflows, data quality, and transparency.
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Ensure the sales team has access to updated sales resources, including price lists, product catalogues, proposals, material samples, and marketing kits.
Continuously develop product knowledge to provide accurate information and effective support to customers and the sales team.
Prepare and process sales-related documents, including purchase orders, invoices, delivery orders, quotations, and other relevant documentation accurately and promptly.
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To support in preparing payments and ensure they are approved and processed punctually according to the scheduled timeline.
Reconciling accounts payable transactions and support month-end closing activities related to accounts payable.
Collaborate on special projects (eg job transition) and initiatives as assigned by management. Support endeavors aimed at enhancing efficiency and productivity within the Shared Service Center by collaborating effectively.
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Represent the studio professionally in all client interactions, bringing a calm, solution-oriented approach to challenges and escalations.
Develop a genuine understanding of each market's priorities, sensitivities, and ways of working.
Own the end-to-end production workflow for your markets, from brief intake through to final delivery, ensuring every project moves through the studio on time.
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Conduct regular user satisfaction surveys (CSAT / NPS), analyse feedback trends, and implement continuous improvement actions to enhance the end-user experience.
Establish and enforce service level agreements (SLAs) and operational level agreements (OLAs) for incident resolution, service request fulfilment, and user satisfaction metrics across all SEA locations.
Oversee the IT Service Desk (multi-channel: phone, email, chat, self-service portal) ensuring consistent, professional, and responsive support delivery aligned with ITIL best practices.
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Stay current with the newest technologies; research new technologies and make recommendations on implementations in close collaboration between teams
Join forces with leads of other teams including multiple operation teams, product management, product design, quality, other engineering groups, and key product stakeholders
Technology Partner Management: Manage technology vendor relationships, including contracts, renewals, and financial tracking, reviewing invoices, leading QBRs, and managing licenses and other vendor commitments.
SLA Compliance: Monitor and enforce Service Level Agreements (SLAs) with all technology partners by auditing vendor performance data, calculating “service credits” for breaches, and refining SLA definitions.
Bachelor’s degree in Information Technology, Business Management, or a related field. Post-graduate degree and/or relevant profession-certifications are an advantage.
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Have a good understanding about the ‘Future of Learning’ needs, able to design programmes using innovative ways including action learning, self-directed learning, digital learning, blended learning etc.
Support senior team members in working with internal and external providers to design and deliver bespoke learning solutions aligned to business needs
Deliver and facilitate learning solutions (with support from senior team members, where needed)
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Be responsible across all campaign tracking and reconciliation requirements (including KPI delivery)
Support the Director of Campaign Delivery team to strategize key account campaigns and ensure optimal delivery and performance alongside with all WPP Media Agencies and WPP Media Buying teams
Share regular updates with Agencies on campaign performance, such as in-flight optimizations and necessary schedule adjustments
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Actively promote and plan for preventative maintenance of infrastructure
Responsible for systems patches, infrastructure monitoring and batch jobs
Assist on projects ensuring the transition from project to BAU support, identifying operational support requirements for new systems/system changes, identify required resources for projects/change requests and ensure consistency in the way IT changes are executed
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