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About the Role
The Ops & Support Manager supports platform implementation and enablement, driving adoption, capability uplift, and sustained value. This role bridges product, technology, and end-users, ensuring solutions are successfully embedded and utilized. It contributes to the enablement strategy, including training, communications, and rollout planning, while owning the day-to-day operational health of platforms, including access governance, support, testing, and reporting.
Responsibilities
- Support role-based training through live sessions, recordings, learning paths, and playbooks, ensuring content is practical and outcome-focused.
- Maintain an enablement library with knowledge base articles, user guides, and demonstrations for onboarding and ongoing user development.
- Continuously improve training content based on feedback, support themes, and usage insights.
- Support enablement communications plans to explain changes, their importance, and user actions required.
- Identify and mitigate adoption risks and resistance, acting as an advocate for new ways of working.
- Drive measurable global adoption growth and support interventions to address user disengagement.
- Own access governance across the platform portfolio, including provisioning, role design, and recertification for internal, affiliate, and client agency users.
- Maintain permission models to protect organizational data, enforce segregation of duties, and ensure compliance.
- Establish and manage the ongoing support model, providing first and second-line support via ticketing and collaboration channels.
- Own the incident and request lifecycle from triage and resolution to escalation and root cause analysis.
- Monitor platform availability and uptime to protect business continuity.
- Feed recurring issues back into enablement content to reduce reliance on reactive support.
- Support user acceptance testing and defect management across the change portfolio.
- Reproduce defects, verify fixes, shape and prioritize sprint inputs, and confirm release readiness with product owners and developers.
- Surface user themes, issues, and opportunities to product and platform teams.
- Collaborate with Product Leads, TechOps, Programme Management, and business owners to align enablement with delivery.
- Act as a contact for senior stakeholders.
- Manage champion and super-user networks across markets and teams.
- Support local markets in tailoring enablement approaches while maintaining global standards.
- Build trusted relationships with suppliers, regional teams, and end-users.
- Contribute to user forums and operational governance meetings.
- Track enablement KPIs, including training completion, usage, adoption, and feedback.
- Support the operational reporting layer for the portfolio, including usage, uptime, ticket volumes, resolution performance, and satisfaction.
- Manage monthly dashboards and stakeholder updates.
- Use quantitative and qualitative insights to refine the enablement approach.
- Supply operational data for executive insight and the wider reporting and analytics function.
- Support the program's governance, risk, and compliance frameworks and data governance guardrails.
- Monitor platform activity and track mandatory compliance obligations.
- Maintain audit evidence for access reviews and control testing.
- Scale AI-powered workforce enablement, including configuring AI workspace agents and applying AI-assisted responses.
- Extend automation into reporting and routine operational tasks.
- Assess automation opportunities for genuine productivity gains and build business cases for rollout.
Requirements
- Proven experience in an enablement, change, adoption, or transformation role, ideally within a platform, product, or technology service deployment.
- Strong understanding of technology adoption and new ways of working.
- Ability to translate complex concepts into simple, actionable guidance.
- Experience delivering training, user documentation, and knowledge base content with demonstrable impact on adoption.
- Experience leading first and second-line application support with evidenced service level and customer satisfaction performance.
- Experience administering user access, roles, and permissions at an enterprise scale.
- Hands-on user acceptance testing and defect coordination using Azure DevOps or similar.
- Excellent stakeholder management and communication skills across various roles.
- Comfortable working in global, matrixed, multi-geographical organizations.
- Experience with enterprise platforms such as CRM, productivity tools, master data management, or data platforms (desirable).
- Background in product, operations, digital transformation, or business systems (desirable).
- Experience working with champion networks or communities of practice (desirable).
- Familiarity with adoption metrics and behavioral change measurement (desirable).
- Working knowledge of Power BI or similar reporting software (desirable).
- Experience with AI tools and processes, including AI-assisted service desk tooling and automation platforms (desirable).
- Pragmatic and outcomes-focused, credible with technical and non-technical audiences.
- Highly organized, analytical, and data-driven with strong attention to detail.
- Comfortable operating in ambiguity and evolving environments.
- Calm under operational pressure.
- Proactive, collaborative, and resilient with a self-starting approach.
- Right to work in the UK.
Skills
- Platform Implementation
- Enablement
- Adoption
- Capability Uplift
- Training Delivery
- Knowledge Base Management
- Change Management
- Communications
- Access Governance
- First and Second Line Support
- Incident Management
- User Acceptance Testing
- Defect Management
- Stakeholder Management
- Reporting
- AI-enabled Enablement
- Automation
- Azure DevOps
Location
- UK
Work Type
- Hybrid
- Full-time
Experience Level
- Manager
Benefits
- Competitive medical insurance
- Group retirement plans
- Vision insurance
- Dental insurance
- Significant paid time off
- Preferential partner discounts
- Employee mental health awareness days
About the Company
- WPP is the trusted growth partner for the world’s leading brands, helping clients navigate change, capture opportunity, and deliver transformational growth.
- WPP Media is WPP's AI-driven media operating unit, bringing together media, data, and partnerships to deliver creative personalization at scale.
- WPP Media is committed to Be Extraordinary, Lead Optimistically, Championing Growth and Development.
- WPP Media employees can leverage the extensive global WPP Media & WPP networks.
- WPP Media creates an open environment built on trust and respect, fostering inclusivity through employee resource groups and frequent in-office events.
Equal Opportunity
- WPP Media is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics.
- We believe the best work happens when we're together, fostering creativity, collaboration, and connection in this open and supportive environment.