Service Delivery Manager
4 weeks ago
The Service Delivery Manager (SDM) is a critical role within the People Experience Application Support organization, responsible for the end-to-end delivery and support of mission-critical application services. The SDM ensures high-quality technical support, customer satisfaction, and timely service delivery.
This role involves overseeing daily support activities, managing the application support team, and engaging with leadership to develop strategic plans and solve problems.
About You:- Familiar with end-to-end Customer/IT support processes
- 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
- 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
- Bachelor's in Information Technology, Business, or a related field preferred
- 3+ 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
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