Job Description

About the Role

The Service Delivery Manager (SDM) for Application Support is responsible for the end-to-end management of critical application services within the People Experience organization. This role involves overseeing daily support activities, leading the application support team, and ensuring high-quality technical support and customer satisfaction. The SDM collaborates with leadership to develop strategic plans, address issues, and drive continuous improvement, ensuring timely and effective service delivery.

Responsibilities

• Own the scope of work for application support, including planning, organizing, and supervising support activities.


• Build strong relationships within the support team, driving engagement and collaboration.


• Collaborate with leadership to develop strategic plans and manage escalations effectively.


• Continuously measure and report on the performance of the support team, ensuring adherence to SLAs.


• Train and coach L1 and L2 team members to maintain high levels of customer satisfaction.


• Identify opportunities to improve support experience and KPI performance.


• Oversee communication with stakeholders to ensure issues are resolved effectively.


• Ensure strict adherence to change management and release management processes.


• Identify and mitigate risks to client systems and services, proactively addressing potential issues before they escalate.


• Maintain comprehensive documentation of production support procedures, incidents and resolutions, and provide regular reports to stakeholders.

Qualifications

• Bachelor’s in Information Technology, Business or a related field preferred


• 8-10+ years of overall experience within IT Service Delivery and/or People Management within an IT related field supporting enterprise clients


• 5+ years of IT Management with enterprise clients.


• 5+ years of experience with Workday HCM/HRM and managing a 24/7 production support environment with global teams.


• Proven leadership experience in a 24x7 Fortune 500 operation supporting enterprise software and systems.


• Expertise with end-to-end HR processes and workflows (HRM, compensation, benefits, engagement, talent management, etc.


• Strong data analysis experience


• Proficiency in change management and release management


• Executive communication and Presentation skills


• Ability to work in an onsite office setting 100% of the time


• Familiar with end-to-end Customer/IT support processes


• Adjusts easily to new or changing circumstances.


• A collaborative utility player mentality (low ego) with a proactive sense of curiosity


• Focuses on achieving results that promote business success.


• Demonstrate proactive and professional communication skills with all stakeholders and partners


• Maintain a professional, adaptable, and respectful manner


• Provide high quality service to all users

Compensation and Benefits

• Competitive salary + performance bonus


• Unlimited paid leave


• 100% employer - paid healthcare benefits (medical, dental vision)


• Sick leave accrual


• 100% paid parental leave - up to 16 weeks


• $1,200 Learning & development allowance (annually)


• $1,200 Health & Wellness allowance (annually)


• Employee referral program


• 401k match up to 4%


• 12 paid holidays annually

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