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
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