Cloud Operations Lead

WPP is the trusted growth partner for the world's leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. For more information, visit WPP.com. Why we're hiring: The role is responsible for leading and overseeing end-to-end cloud operations, ensuring the availability, reliability, security, performance, and resilience of cloud platforms and services. It manages service monitoring, incident response, and incident resolution for production applications and cloud infrastructure, while ensuring operations teams are skilled and enabled to execute cloud-related requests with speed and diligence. The role also provides governance over a large third-party managed services organisation, ensuring delivery against agreed KPIs, SLAs, and operational commitments through effective service reviews, metrics reporting, performance management, and continuous service improvement. What you'll be doing: Responsible for overseeing cloud operations, driving operational excellence, and improving the operational landscape through automation and AI-driven solutions delivered by internal resources and third-party partnerships. Product: Work with product and engineering teams to define operational support patterns for each cloud product. Collaborate with business, architecture, engineering, cybersecurity, and platform teams to ensure seamless service delivery and continuous improvement. Operational Excellence: The role oversees cloud infrastructure monitoring and ensures support is provided when issues occur across the following domains: Multi-cloud (AWS, Azure & GCP) Databases Citrix CMDB & scope management FinOps Patching Vulnerability Management Backup Incident, Problem, and Change Management Compliance & Audit support Automation: Define and drive the cloud operations strategy through automation, AIOps, and AI-driven capabilities to enable predictive operations, intelligent incident management, and operational excellence. The role also champions self-service capabilities, operational dashboards, and auto-healing frameworks to enhance service resilience, efficiency, and scalability. Management & reporting: Define and execute the Cloud Operations strategy and operating model, aligning operational objectives with business and technology priorities. Own the operational governance of a large third-party managed services provider, ensuring delivery against contractual commitments, KPIs, SLAs, OLAs, and service quality standards. Drive vendor performance through Management Service Reviews (MSRs), governance forums, performance scorecards, and continuous service improvement initiatives. Provide executive oversight of ITSM processes, including Incident, Major Incident, Problem, Change, and Service Request Management. Act as the senior operational escalation point for critical incidents, ensuring effective stakeholder communication and timely service restoration. Establish and monitor operational dashboards, KPIs, service health metrics, and executive reporting to drive data-driven decision-making. Ensure cloud operations comply with security, risk, audit, regulatory, and governance requirements. Lead operational readiness, capacity planning, resilience, disaster recovery, and business continuity for cloud services. Collaborate with business, architecture, engineering, cybersecurity, and platform teams to ensure seamless service delivery and continual improvement. Own performance reporting and provide clear, actionable insights to support operational governance and decision-making. Ensure cloud infrastructure is regularly checked to maintain availability, meet performance SLAs, and complete performance tuning and runbook activities when required. What you'll need: Bachelor's or Master's degree in computer science, Information Technology, Engineering, or a related field. Solid experience in IT Infrastructure and Cloud Operations, with significant experience leading enterprise-scale cloud operations. Proven experience managing cloud platforms (Azure, Google, and/or AWS Cloud Platform) and hybrid cloud environments. Demonstrated experience leading large Cloud Operations teams, including governance of third-party managed service providers. Proven experience managing vendor performance through KPIs, SLAs, OLAs .