Senior Service Manager - Incident Management

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

The IPE SRE Service Management team plays a key role in enabling cross team collaboration through effective incident response, problem and change management. We optimise the coordination of all Service Management practices, specifically incident, problem and change processes to ensure efficiency and value for all stakeholders. We provide solutions that enable teams to respond efficiently to incidents and recover quickly.
We are a friendly, lively team. We cultivate a culture of innovation, continuous improvement, and aspirational goal setting; encouraging team members to think creatively and learn new technologies and ways of working.

About the Role

Are you passionate about all things Service Management? Do you hope to find a role that provides a platform for you to grow yourself and your career?

Then read on!

We are looking for a hard working, motivated individual with deep experience in Incident Management and Service Management.

You will partner with service teams, SRE operations, service health and customer support to build proven connections and provide premium collaborator value.

Your goal will be to increase transparency into our service management practices, provide data insights and workflows to facilitate fast root cause analysis and mitigation of customer impacting issues. You will apply your knowledge and experience to guide the team to optimization.

About You

You are a self starter, a quick learner and excited to learn new technologies. You love to build connections! You use experience and data to make decisions.

Responsibilities

• Lead Major Incident calls and drive resolution and RCA with SRE stakeholder teams.

• Problem Management and proactive analysis of Incident trends.

• Evaluate recurring Incidents and follow up with teams to minimise impact.

• Ensure that root-cause is established for all major incidents and that a formal RCA is detailed and published.

• Conduct continuous process improvement for the Incident Management Life Cycle and Incident Post Mortem process

• Coordinate standardising processes across the organisation for Incident and Problem Management so they can be more readily understood and handled, errors reduced, and risks mitigated.

• Mentor and train team members.

Basic Qualifications

• Bachelor's degree or 4+ years of work experience

• 5+ years of experience in one or more of the key Service Management practices (incident management, problem management).

• Have experience with industry practices related to Service Management and Lifecycle; ITIL/IT Service Management methodology.

Other Qualifications

• Excellent written and verbal communication skills

• Ability to lead incidents with authority

• Ability to handle and perform in stressful situations

• Standout colleague with ability to engage across multiple teams.

• Ability to work independently, adapt quickly, and maintain a positive demeanour

• Ready to work in a fast-paced environment

• Has successfully led issues through resolution and priority  management at both the service owners and executive levels.

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below.  Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be