Workday EDM Support Manager

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Kainos

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

📣 Marketing

📦 Logistics

💰 Venture Round on 1986-04

Healthcare • Marketing • Logistics

Kainos is a technology company focused on solving real problems for its customers and enhancing business operations through innovative IT solutions. With specialties in Enterprise Content Management, Application Management Services, Systems Integration, and Digital Transformation, Kainos serves clients across various sectors including healthcare, commercial, and the public domain. Their emphasis on building strong relationships and delivering impactful solutions is reflected in their two main business areas: Digital Services and Workday Practice, aimed at improving the lives of people and the functionality of organizations globally.

📋 Description

• Oversee day-to-day delivery of support for the Kainos EDM product • Manage people, customer interactions, support processes, releases, reporting, SLAs, and service quality • Transition customers from Onboarding to Support, including configuration knowledge and documentation handover • Oversee ticket triage and incident management within SLA, coordinating with Product and Engineering • Maintain and evolve ITIL-aligned support standards, processes, and documentation • Support SLA performance, team capacity planning, financial tracking, and customer satisfaction • Coordinate blended support teams across multiple geographies and stakeholders • Lead client reporting and regular service reviews • Manage support escalations and raise visibility with senior management when appropriate • Support requirements gathering and prioritisation for post-go-live changes and deployments • Manage client expectations throughout ticket lifecycles • Build collaborative relationships with clients, partners, and third-party stakeholders • Identify opportunities to enhance customer value and satisfaction • Support value plans and continuous improvement initiatives with the Customer Value Team • Contribute client and support insights to the Product roadmap • Ensure support delivery complies with contractual and commercial terms • Motivate and empower team members and support professional development • Set objectives, conduct 1:1s, and provide feedback and appraisals • Onboard new hires and facilitate team stand-ups and retrospectives • Ensure governance, quality, confidentiality, data security, and applicable ISO standards are followed • Manage risks and issues and contribute to mitigation strategies • Support audit readiness with compliance and audit teams • Champion innovation in support delivery, tooling, automation, and service quality • Support recruitment activities

🎯 Requirements

• Strong experience in a commercial IT environment • Proven support management or team lead responsibilities • Ability to remain calm and effective under pressure, including high-priority or escalated scenarios • Understanding of ITIL principles • Experience managing incidents, problems, and changes • Proven experience managing client relationships and delivering against support SLAs • Experience working in a technical product environment • Confidence facilitating meetings, workshops, and support reviews • Ability to make pragmatic decisions balancing client needs, product direction, and commercial considerations • Workday ecosystem experience, particularly with Kainos Workday Products (desirable) • Familiarity with JIRA Service Desk, ServiceNow, or equivalent (desirable) • Exposure to ISO-compliant environments, including ISO 20000, ISO 27001, and ISO 9001 (desirable)

🏖️ Benefits

• People-first culture • Growth and professional development support • Diversity, equity and inclusion commitment • Recruitment accommodations and adjustments • Recruitment process tailored to candidates’ needs