Job Description

The Workday Service Delivery Manager will manage the Service Delivery of Workday and HRIS applications in North America (NOAM), overseeing ITIL processes, creating service reports, and managing high-priority incidents. This role involves collaboration with various teams to ensure efficient service delivery and operational readiness for Workday releases.

Responsibilities

• Manage service delivery of Workday and HRIS applications for NOAM
• Manage Incident, Request, Problem, Change and Release Management processes for NOAM
• Create and present service reports
• Monitor high priority open tickets
• Monitor service ticket performance against SLAs/OLAs
• Manage P1 incidents
• Ensure operational readiness for major releases
• Lead service improvement activities

Requirements

• Strong understanding of ITIL Processes
• Good understanding of Service Transition methodologies
• Experience managing issues to resolution
• Experience coordinating teams and keeping stakeholders notified
• Ability to build service reports
• Previous experience of Service Management around Workday or similar ERP SaaS Services

Benefits

• No benefits