Workday AMS Delivery Manager

Marsh McLennan • Houston, TX

7d

About The Position

We are seeking a talented individual to join our Digital Transformation team at Mercer. This role will be based anywhere in the United States. The Delivery Manager (DM) is a leadership role in Mercers Workday AMS Consulting organization. Delivery Managers are responsible for oversight of resources and workflow in their respective functional areas and play a critical role in ensuring delivery of world-class customer experience. As Delivery Manager of the Integrations pillar, you must be Workday Certified in Integrations. We will count on you to: Act as people leader to a team of consultants providing support to our clients in the areas of Integrations, including Studio and BIRT layouts. Triage incoming client tickets to provide initial estimates and assign the proper resources based on skillset and capacity. Oversee in-flight tickets assigned to your team, ensuring timeliness of response and quality of delivery. Provide support for ticket escalations as needed, which may include direct interaction with clients on occasion. Act as a Product Lead or SME, responsible for knowledge sharing, mentoring and coaching. Meet utilization targets through triaging new tickets as well as through direct client support. Assist Regional Success Leaders and Customer Success Managers in scoping ad hoc projects. Youll be joining a top Workday partner and will partner with Mercers team to deliver best in class Workday solutions

Requirements

• Active Workday Certification in Workday Integrations.
• 5+ years of experience as a certified Workday consultant at the level of a subject matter expert.
• 3+ years of post-production support for Integrations.
• Previous people leadership experience.
• Excellent written and verbal communication skills are essential
• Passion for exceptional customer service and customer collaboration
• Ability to successfully navigate client-facing situations and coordinate support resources
• Excellent written and verbal communication skills

Nice To Haves

• Previous experience building teams and developing process.

Responsibilities

• Act as people leader to a team of consultants providing support to our clients in the areas of Integrations, including Studio and BIRT layouts.
• Triage incoming client tickets to provide initial estimates and assign the proper resources based on skillset and capacity.
• Oversee in-flight tickets assigned to your team, ensuring timeliness of response and quality of delivery.
• Provide support for ticket escalations as needed, which may include direct interaction with clients on occasion.
• Act as a Product Lead or SME, responsible for knowledge sharing, mentoring and coaching.
• Meet utilization targets through triaging new tickets as well as through direct client support.
• Assist Regional Success Leaders and Customer Success Managers in scoping ad hoc projects.

Benefits

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees