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 TeamThe IPE SRE Service Management team plays a key role in enabling cross team collaboration through effective incident response and problem management. We optimize the coordination of all service management practices, specifically incident, problem and change processes to ensure efficiency and value for all collaborators. We provide solutions that enable teams to respond effectively 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 do things differently and learn new technologies and ways of working.About the RoleAre you passionate about all things Service Management? Are you looking for a role that provides a platform for you to grow yourself and your career? We are looking for a hard working, motivated individual with deep experience in people leadership in the area of Incident Management and Service Management. You will partner with service teams, SRE operations, service health and customer support to build solid connections and provide premium collaborator value.Your goal will be to focus on enabling your team members career growth and opportunities and support the team during day to day operations. Increase awareness of 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 Service Management team to optimization.About You You have experience in leading a service delivery team and keen interest in connecting with people. You love to build connections and have the ability to develop and maintain cross functional relationships with service teams. You have coached and mentored all levels of analysts and worked on enabling career development and career experience opportunities.ResponsibilitiesReview and communicate quarterly goal and incentive informationProvide guidance and mentoring to service Managers, working closely with them to assess skills and create growth plansEnsuring projects are properly planned and staffed.Lead Major Incident calls and drive resolution and RCA with SRE collaborator teams.Problem Management and proactive analysis of Incident trends. On any major incident ensure that any required teams and necessary resources are available, involved and focused in restoral of the systemEvaluate recurring Incidents and follow up with teams to minimize impact.Ensure that root-cause is established for all major incidents and that a formal Root Cause Analysis is detailed and published.Conduct continuous process improvement for the Incident Management Life Cycle and Incident Post Mortem processEstablish SLAs and metrics for the success of Problem Management processes for different teams based on industry standards.Coordinate standardizing processes across the organization for Incident and Problem Management, so they can be more readily understood and handled, errors reduced, and risks mitigated.Mentor team members.Qualifications and ExperienceBachelor's degree or 10+ years of work experience4+ years of experience in one or more of the key service management practices (incident management, problem management).4+ years experience with leading service delivery or operations teams.Good knowledge of ITIL and IT Service Management methodologyIndustry practices related to Service Management and LifecycleGood communication and collaboration skills, ability to establish good relationships with all levels of an organizationEstablished history of successfully leading issues through resolution at both the service owners and executive levelsOther QualificationsCapable of being a hands-on leaderAbility to communicate effectively with both technical and nontechnical audiencesEnsures a psychologically safe environment for team membersExcellent written and verbal communication skillsAbility to lead incidents with authorityAbility to handle and perform in stressful situationsAbility to adapt quickly, and maintain a positive attitudeExcited by working in a fast-paced environment Workday Pay Transparency StatementThe 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.Primary Location: USA.GA.Atlanta Primary Location Base Pay Range: $121,800 USD - $182,800 USD Additional US Location(s) Base Pay Range: $115,700 USD - $236,300 USDOur 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!
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