EDM Support Manager

Kainos•Indianapolis, IN

About The Position

At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together. We believe in a people-first culture , where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration. Ready to make your mark? Join us and be part of something bigger. Main Purpose of the Role & Responsibilities in the Business: As an EDM Support Manager, you will oversee the day-to-day delivery of support for the Kainos EDM product. This includes managing people, customer interactions, support processes, releases, and reporting, all while ensuring adherence to defined SLAs and maintaining a high standard of service. You will balance new and existing customer needs with awareness of the product roadmap and internal capacity. You'll act as a key contact to ensure client issues are addressed effectively and that our processes and quality standards are consistently applied. You’ll also support senior management in account growth, post-deployment success, and the transition from onboarding to business-as-usual support. The role involves collaboration with Product, Engineering, and Sales teams to ensure customer satisfaction and drive continual service improvement.

Requirements

Strong experience in a commercial IT environment, with proven support management or team lead responsibilities.
Ability to remain calm and effective under pressure, including in high-priority or escalated scenarios.
Understanding of ITIL principles and experience managing incidents, problems, and changes.
Proven experience managing client relationships and delivering against support SLAs.
Experience working in a technical product environment.
Confident facilitating meetings, workshops, and support reviews.
Able to make pragmatic decisions balancing client needs, product direction, and commercial considerations.

Nice To Haves

Experience working in the Workday ecosystem, particularly with Kainos Workday Products.
Familiarity with service management tools such as JIRA Service Desk, ServiceNow, orequivalent.
Exposure to ISO-compliant environments (ISO 20000, 27001, 9001).

Responsibilities

Manage the seamless transition of customers from the Onboarding Team to Support, including effective handover of configuration knowledge and documentation.
Oversee ticket triage and incident management, ensuring issues are handled within SLA and coordinated across Product and Engineering teams.
Maintain and evolve support standards, processes, and documentation in line with ITIL best practices.
Support the Senior EDM Support Manager in all aspects of service delivery, including SLA performance, team capacity planning, financial tracking, and customer satisfaction.
Coordinate blended support teams across multiple geographies and stakeholders to ensure knowledge sharing and responsive service.
Lead on client reporting and regular service reviews with both customers and internal stakeholders.
Manage support escalations, raising visibility with Kainos senior management when appropriate.
Support requirements gathering and prioritisation for post-go-live changes or deployment phases.
Own client expectations around ticket lifecycles, ensuring transparency from triage through to resolution.
Build and maintain effective, collaborative relationships with clients, partners, and third- party stakeholders.
Demonstrate commercial awareness of support and client dynamics, identifying opportunities to enhance customer value and satisfaction.
Work closely with the Customer Value Team to support value plans and continuous improvement initiatives.
Contribute to the Product roadmap by sharing insights gained through support activity and client feedback.
Understand contractual and commercial terms relevant to support, ensuring delivery is compliant and aligned to agreed scope.
Motivate and empower team members to foster a positive, high-performing support culture.
Set clear objectives for team members, conduct regular 1:1s, and support professional development through structured feedback and appraisals.
Ensure new hires are onboarded smoothly and equipped to contribute effectively.
Facilitate team stand-ups, retrospectives, and other key meetings to drive alignment and collaboration.
Ensure support governance and quality standards are followed throughout the support lifecycle.
Proactively manage risks and issues, escalating where needed and contributing to mitigation strategies.
Promote compliance with confidentiality, data security, and ISO standards (ISO 20000, 27001, and 9001) where applicable.
Work with compliance and audit teams to ensure readiness for internal or external audits where applicable.
Contribute to continuous improvement efforts within the EDM support function and wider product team.
Champion innovation in support delivery, tooling, automation, and service quality.
Support recruitment activities to attract and retain high-calibre support talent.