Workday EDM Support Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Supervise daily support operations for the Kainos EDM product.

• Oversee personnel management, customer interactions, support processes, releases, reporting, SLAs, and service quality.

• Facilitate the transition of customers from Onboarding to Support, ensuring proper configuration knowledge and documentation handover.

• Manage ticket triage and incident resolution within SLA, collaborating with Product and Engineering teams.

• Maintain and enhance ITIL-aligned support standards, processes, and documentation.

• Support SLA performance, team capacity planning, financial tracking, and customer satisfaction metrics.

• Coordinate blended support teams across various geographies and stakeholders.

• Lead client reporting initiatives and conduct regular service reviews.

• Handle support escalations and elevate visibility to senior management as necessary.

• Assist in gathering requirements and prioritizing post-go-live changes and deployments.

• Manage client expectations throughout the lifecycle of support tickets.

• Foster collaborative relationships with clients, partners, and third-party stakeholders.

• Identify opportunities to improve customer value and satisfaction.

• Support value plans and continuous improvement initiatives alongside the Customer Value Team.

• Provide client and support insights that contribute to the Product roadmap.

• Ensure that support delivery adheres to contractual and commercial obligations.

• Inspire and empower team members while supporting their professional development.

• Set objectives, conduct one-on-one meetings, and provide constructive feedback and evaluations.

• Onboard new hires and facilitate team stand-ups and retrospectives.

• Ensure governance, quality, confidentiality, data security, and compliance with applicable ISO standards are maintained.

• Manage risks and issues while contributing to mitigation strategies.

• Assist in audit readiness in collaboration with compliance and audit teams.

• Advocate for innovation in support delivery, tooling, automation, and service quality.

• Support recruitment efforts.

⛳️ Requirements

• Extensive experience in a commercial IT environment.

• Demonstrated support management or team leadership experience.

• Ability to remain composed and effective under pressure, including in high-priority or escalated situations.

• Knowledge of ITIL principles.

• Experience managing incidents, problems, and changes effectively.

• Proven track record in managing client relationships and fulfilling support SLAs.

• Experience in a technical product environment.

• Confidence in facilitating meetings, workshops, and support reviews.

• Capability to make pragmatic decisions that balance client needs, product direction, and commercial factors.

• Familiarity with the Workday ecosystem, especially Kainos Workday Products (desirable).

• Experience with JIRA Service Desk, ServiceNow, or similar tools (desirable).

• Exposure to ISO-compliant environments, including ISO 20000, ISO 27001, and ISO 9001 (desirable).

🏝️ Benefits

• People-first culture.

• Support for growth and professional development.

• Commitment to diversity, equity, and inclusion.

• Recruitment accommodations and adjustments available.

• Recruitment process tailored to candidates' needs.