Support Manager

Requirements

• Essential Requirements
• Technical & Platform Skills
• Experience supporting SaaS project or work management platforms (Wrike preferred).
• Strong troubleshooting, analytical, and problem-solving skills.
• Understanding of workflow automation, integrations, and enterprise systems.
• Operational Skills
• 5+ years' experience in global support operations, service management, or similar roles.
• Proven experience managing SLAs, incident management, and escalation paths.
• Strong documentation, process definition, and operational governance skills.
• Stakeholder & Communication Skills
• Ability to work effectively with cross-functional teams including Product, Integration, and Business Units.
• Excellent communication skills, with the ability to engage both technical and non-technical audiences.
• Experience working with global teams across multiple time zones.
• Highly Desired Skills and Experience
• Strong attention to detail, ensuring accuracy and consistency across all deliverables.
• ITIL

Benefits

Additional Information

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 have been building the world's most valuable brands for 50 years 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 Support and Operations Manager is responsible for leading the end-to-end support operations for the Wrike platform across all solutions. This role ensures that global users receive timely, accurate, and high-quality support, while maintaining platform stability and driving continuous improvement. The manager oversees Tier 2-3 support cases, manages escalations, maintains programme knowledge and documentation, supports BAU operations, and partners closely with Product and Implementation teams to resolve systemic and cross-solution issues. This role plays a critical part in ensuring user satisfaction, platform adoption, and operational excellence within the global Wrike Programme.

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