Workday Service Delivery Manager​

WPP • Dallas, TX

294d

About The Position

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities. Working at WPP means being part of a global network of more than 115,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide. We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology. WPP and our award-winning agencies work with most of the world's biggest companies and organisations – from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards. At WPP, technology is at the heart of everything we do, and it is WPP Enterprise Technology’s mission to enable everyone to collaborate, create and thrive. WPP Enterprise Technology is undergoing a significant transformation to build the transformation platform that will power the next evolution of WPP. WPP is on a journey to clarify and simplify the operating model between our brands and WPP, modernise and create tech-enabled colleague experiences, and create an open, integrated technology innovation platform across WPP. Along that journey we will ensure WPP Enterprise Technology is a destination for tech talent, modernise our ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP’s petabytes of data. The role will be supporting our global Workday implementation and existing HR Information Systems (HRIS) applications, reporting to the Global Service Manager - Workday Services, the purpose of this role is to manage the Service Delivery of Workday and HRIS applications in North America (NOAM) and is key to the operational running of the Workday Services Team. This role will manage ITIL processes such Incident, Request, Problem, Change and Release Management for Workday (HCM, FINS & PSA) and HRIS applications in the region, and will also be the escalation point for P1 tickets and other escalations from the business. The position will involve creating and presenting service reports to the business stakeholders detailing service level performance and will also have significant involvement in multiple go-live readiness activities for future releases. This is an exciting and varied role in a dynamic organisation where you will work closely with the wider Workday Services Team to provide a world class service and support to the end users and the business on a day-to-day basis. You will also work with the WPP Implementation Team and technology support teams to understand, improve and deliver an efficient and effective service.

Requirements

• Strong working understanding of ITIL Processes, Incident, Request, Problem, Change and Release Management.
• Good understanding of Service Transition methodologies.
• Experience taking ownership and managing issues successfully through to resolution.
• Experience co-ordinating different teams and keeping stakeholders notified during high priority incidents.
• Ability to build agreed service reports based on relevant metrics for the audience.
• Previous experience of Service Management around Workday or similar ERP SaaS Services with more corporate scale userbase and global reach preferable.
• Challenge existing ways of working and follow up with service improvement proposals to support the technology teams and to deliver a good service to end users.

Responsibilities

• Manage the Incident, Request, Problem, Change and Release Management processes for NOAM.
• Creating and presenting service reports to the business stakeholders detailing service level performance.
• Monitor status of high priority open tickets daily and work with technology support teams till resolution keeping the stakeholders updated.
• Monitor service ticket performance against our vendors and internal team SLA’s/OLA’s.
• Managing P1 incidents in the region, reporting regularly to the Global Service Manager and wider stakeholders with updates.
• Work closely with the Service Transition team to ensure major releases also cover all the operational readiness criteria required for the NOAM region.
• Be heavily involved and lead service Improvement activities.

Benefits

• Passionate, inspired people – We promote a culture of people that do extraordinary work.
• Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.
• Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers.

What This Job Offers