Workday Service Delivery Manager​

Job Description

WPP is seeking a Workday Service Delivery Manager to oversee the service delivery of Workday and HRIS applications in North America. This role is crucial for the operational management of the Workday Services Team and reports to the Global Service Manager - Workday Services.

The Service Delivery Manager will manage ITIL processes, including Incident, Request, Problem, Change, and Release Management for Workday (HCM, FINS & PSA) and HRIS applications in the region. They will also serve as the escalation point for P1 tickets and other business escalations.

The position involves creating and presenting service reports to business stakeholders, detailing service level performance, and participating in go-live readiness activities for future releases. This role offers a dynamic environment where the individual will collaborate with the Workday Services Team to deliver exceptional service and support to end-users and the business.

What this role involves:

• Managing Incident, Request, Problem, Change, and Release Management processes for NOAM.
• Creating and presenting service reports to business stakeholders.
• Monitoring status of high-priority open tickets and collaborating with technology support teams.
• Monitoring service ticket performance against vendor and internal team SLAs/OLAs.
• Managing P1 incidents in the region and providing regular updates to stakeholders.
• Working with the Service Transition team to ensure operational readiness for major releases.
• Leading service improvement activities.

Requirements:

• Strong understanding of ITIL Processes.
• Good understanding of Service Transition methodologies.
• Experience managing issues through to resolution.
• Experience coordinating different teams during high-priority incidents.
• Ability to build agreed service reports based on relevant metrics.
• Previous experience in Service Management around Workday or similar ERP SaaS Services.

What WPP offers:

• Passionate, inspired people.
• Scale and opportunity to influence projects.
• Challenging and stimulating work.