Workday Application Managed Services Lead

Candidate profile

• At least 9 years of experience in Workday support, configuration, or delivery, including at least 3 years leading multidisciplinary Workday teams.
  
• Accountable for leading the Workday Functional Experts across Absence, Compensation, Recruiting, Security, and Talent, together with the Workday Integrations Expert.
  
• Owns end-to-end service delivery, team capacity, work allocation, prioritization, quality assurance, and adherence to agreed SLAs and support KPIs.
  
• Acts as the primary escalation point for major incidents, recurring problems, complex cross-module issues, and high-impact production changes.
  
• Provides functional and technical governance for Workday configuration and integrations, ensuring solutions are secure, scalable, supportable, and aligned with enterprise architecture and HR process standards.
  
• Coordinates impact assessments and dependencies across Workday modules, integrations, downstream systems, business processes, reporting, security, and data.
  
• Leads release management, regression planning, tenant management, change control, and readiness activities for Workday updates and business-led enhancements.
  
• Drives operational excellence through root-cause analysis, knowledge management, automation, service improvement plans, and reduction of recurring incidents and manual effort.
  
• Partners with HR, IT, security, vendors, and senior stakeholders to translate business priorities into a clear support and enhancement roadmap.
  
• Produces and presents service reviews covering demand, SLA performance, incident trends, risks, capacity, backlog, release readiness, and improvement actions.
  
• Coaches and develops team members, builds succession and cross-skilling plans, and maintains sufficient functional and technical coverage across locations and time zones.
  
• Strong understanding of ITIL service management, information security, data protection, audit controls, and support governance in a large multinational organization.
  
• Excellent leadership, stakeholder management, decision-making, communication, and conflict-resolution skills.
  
• Completed Workday training; Workday PRO/Partner Certification in one or more relevant areas is strongly preferred.
  
• Fluent in English.