Sr Manager, Business Technology, End User Services

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

Join our team and experience Workday!
It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun!

About the Role

The Sr Manager, End User Services, will join our Business Technology (BT) organization focusing on delivering exceptional service every time, everywhere, to everyone, globally. In this role, you will be responsible for the day-to-day operations of End User Support for applications, systems and devices for our global workforce. You have a high sense of operational excellence, ownership, can-do attitude and a sense of curiosity around the possibilities to drive an ever improving end user experience. You will use technical and leadership experience to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, service improvements and provide an overall stellar end user (Workmate) experience. Domain expertise is key as you will drive a best-in-class global service that can scale to meet Workday’s rapid growth.

About the Role

People

• Engage, give direction and inspire a distributed team comprised of employees, contractors, and third parties that are responsible for all levels of end user support

• Provide mentoring, coaching, and training to drive employees’ productivity, effectiveness and growth

• Conduct regular 1:1s with staff, provide timely feedback, and conduct performance reviews

• Partner with other teams to understand Workmates' needs and their satisfaction levels

• Be the “face” of BT and market the services that are provided

• Ensure appropriate staffing levels are in place for a global 24X7 service desk, walk-up tech bars and field operations

• Develop positive relationships with Workmates of all levels across Workday

• Provide an outstanding customer service to all Workmates

Process

• Develop and leverage analytics that proactively drive decision making and outstanding end user experience

• Drive a service management that is optimized, automated, and fit-for-purpose

• Supervise performance and ensure that SLAs are met

• Escalation handling to ensure customer satisfaction

• Develop, review  and maintain processes, policies, procedures and SOPs

• Provide incident management, major incident management, request management and problem management 

• Partner with Security, Privacy, Compliance, and Legal teams to ensure alignment to policies and procedures including Sarbanes-Oxley

• Manage and keep budget on track

Technology

• Ensure new hires have a smooth and stellar technology-related experience: devices, peripherals, provisioning, and training as applicable so all new Workmates are productive on day one

• Provide and support A/V services for large in-house events and executive meetings

• Provide all levels of support for technology solutions provided through a service desk, walk-up tech bar and deskside support

• Provide a dedicated high quality and high touch support service to our senior leaders, globally, 24/7

• Maintain th