Workday Service Delivery Manager​

Why we're hiring:

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.

What you'll be doing:

• Reporting into the Global Service Manager - Workday Services, the role will manage and be the point of contact for the service delivery of Workday and HRIS applications for NOAM. 

• 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. 

What you'll need:

• 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

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

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. Are you up for the challenge?

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