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Workday Service Delivery Manager​

Dallas, Texas, United States

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. 
  • Previous experience of Service Management around Workday or similar ERP SaaS Services with more corporate scale userbase and global reach preferable. 
  • Challenge existing ways of working and follow up with service improvement proposals to support the technology teams and to deliver a good service to end users

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

 

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Onsite

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

Please read our Privacy Notice (https://www.wpp.com/people/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.

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At WPP, we are an equal opportunities employer.  We believe in creating a dynamic work environment that values diversity, equity and inclusion.  We strive to recruit from a diverse slate of candidates and foster an environment which provides the right conditions for long term success. We welcome all applications regardless of race, colour, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation and physical or mental disability. 

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