Director, Media Solutions - Platform Operations, UK

The Director, Media Solutions - Platform Operations, UK is responsible for ensuring that solutions developed and released for the Solutions team are operationally ready, properly tested, clearly documented, effectively released, and provide support once live. The role acts as the bridge between delivery, business readiness and BAU operations. It supports the transition of work from project delivery into stable operational use, ensuring that users, stakeholders and support teams understand what has changed, how to use it, how to raise issues, and how ongoing support will be managed with appropriate priority, impact and SLAs.

Responsibilities

Own and coordinate BAU operational processes for assigned platforms, tools, reports, workflows and solutions across all Media solutions; Monitor recurring issues, support trends, operational risks and user pain points; Triage and prioritise BAU requests, incidents, defects and enhancement requests; Coordinate QA activity across delivery workstreams, ensuring testing requirements are understood before development begins; Ensure defects are logged, prioritised, tracked and resolved through the agreed delivery process; Ensure business users and operational teams are ready to adopt new or changed solutions; Coordinate training, guidance, demos, FAQs, release notes and user communications; Own or coordinate release readiness checklists for assigned solutions; Coordinate operational handover from delivery teams into BAU support; Support go-live planning, release scheduling and post-release hypercare; Maintain clear operational documentation for platforms, reports, tools, processes and workflows; Support the consistent use of agreed tools, workflows, ticketing processes and delivery governance; Coordinate with Product Owners, Engineering, Data, Reporting, QA, Scrum Master and business stakeholders; Escalate operational risks, unresolved defects, readiness gaps or business adoption concerns

Requirements

Experience in platform operations, service transition, QA coordination, business readiness, delivery operations or technical operations; Strong understanding of BAU support processes, release management and operational handover; Experience coordinating UAT, defect tracking, test planning or business validation activity; Ability to create clear documentation, user guides, process notes, release communications and operational runbooks; Strong stakeholder management skills, with the ability to work across technical and non-technical teams; Good understanding of agile or product-led delivery environments; Ability to identify operational risks, readiness gaps, support issues and process improvements; Strong organisational skills and attention to detail; Confident using Jira, Confluence, ServiceNow, Azure DevOps or similar delivery/support tooling; Ability to communicate clearly with users, delivery teams and senior stakeholders

Nice to have

Experience working in media, advertising, ad tech, martech, reporting, data or platform environments; Experience supporting reporting platforms, dashboards, data products or operational workflow tools; Understanding of data validation, reporting QA or campaign performance data; Familiarity with cloud-based platforms such as GCP, AWS, BigQuery or Snowflake; Experience working with engineering, data engineering or analytics teams; Experience supporting transformation from reactive support models into structured product or agile delivery models; Familiarity with WPP, WPP Media, Choreograph or similar enterprise platform environments

Benefits

Competitive medical insurance; Group retirement plans; Vision and dental insurance; Significant paid time off; Preferential partner discounts; Employee mental health awareness days; Access to extensive global WPP Media and WPP networks; Championing growth and development