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

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 the knowledge base and ensure automation of recurring tasks

• Support chat bot application focused on constant improvement on deflection rate via workflows, knowledge articles and machine learning for incidents

• Create positive relationships across BT so your organization has a voice and is prepared to support Workmates with any technology-related changes

About You

Basic qualifications

• 4+ years of end user services leadership experience in large global organizations

• 4+ years of people management experience, including remote team members, contractors and MSPs

• 4+ years of experience with multi-OS platforms (Windows, OSX, Mobile)

• 4+ years of IT Service Management experience

• 2+ years of experience owning multi-million dollar budgets with demonstrable record of budget optimization and value addition

• 2+ years of experience with DEX tools (Nexthink)

• You have a BS/BA or 5+ years of equivalent work experience in Computer Science, Information Systems, or a related field

Other qualifications

• Experience in redefining end user experiences with a proven track record of innovation and thought leadership

• Experience in leveraging tools to develop data driven decisions and process improvements

• Experience in six sigma and continuous process improvement methodologies

• Proven communication, presentation, and influencing skills

• Strong problem solving and critical thinking skills

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 based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!