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

Job Tags

Similar Jobs