Experience Required
10+ years in Managed Services or ERP consulting, with proven Workday expertise.
Role Overview
We are looking for an experienced Service Delivery Manager to oversee and enhance Workday HR service delivery for our clients. This role requires a blend of strategic insight, operational leadership, and analytical capability to ensure seamless employee experiences from onboarding to exit, often leveraging AI-driven HR tools. You will act as the primary client liaison, driving service excellence, operational governance, and identifying opportunities for Workday optimizations.
Key Responsibilities
* Strategic Account Management: Serve as the main executive contact for AMS clients, ensuring long‑term value, high retention, and identifying opportunities for Workday enhancements.
* Operational Excellence & Governance: Manage service delivery against SLAs, perform root cause analysis on incidents, and conduct monthly or quarterly business reviews (MBR/QBR) with C‑suite stakeholders.
* Client Relationship Management: Drive customer satisfaction by aligning client needs with technical teams and ensuring effective communication.
* Project & Change Management: Oversee small‑to‑medium Workday implementations and manage change requests within existing accounts.
Core Competencies & Skills
* Strong leadership and team management skills.
* Excellent communication and executive stakeholder management.
* Analytical mindset for data‑driven trend analysis and decision‑making.
* Deep understanding of HR service delivery and the employee lifecycle, including AI‑enabled HR tools.
* Proactive problem‑solving and operational governance experience.
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