Workday Service Delivery Manager​

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. 

Why we're hiring:

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This team will play a crucial role in enabling the ongoing transformation of our agencies and functions

 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. 

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