Director - 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 TeamWe are the face of IT for organization. You will see us in all the 52+ sites, staffing the walk up tech hubs and helping resolve our workmates issues with laptop, connectivity, collaboration tools and anything else they may query on. We ensure our workmates are productive day one by offering them state of the art equipment that are properly configured and outfitted. We oversee this entire supply chain and distribution process and ensure we bring value by ensuring a packaged solution at optimal cost. We are invited to all the large events. We cater to the technology needs of producing and broadcasting large events across the firm.About the RoleThe Director, End User Services, will lead the day-to-day operations of End User Support for applications, systems and tools for our global workforce. The candidate will use their technical and managerial experience to ensure quick resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements. Candidates must have a high sense of operational excellence, ownership, a can-do demeanor and a sense of curiosity around the possibilities to drive an ever improving experience. Your focus will be on delivering an outstanding service every time, everywhere, to everyone globally. Domain expertise is key as you define and implement a best-in-class global service that can scale to meet Workday’s rapid growth.Responsibilities:PeopleOwn and lead a global team comprised of employees, contractors, and third parties that are accountable for all levels of end users supportCollaborate with other teams - both within Business Technology (BT) organization and across Workday - to understand the needs of the employees and their satisfaction with our serviceMeet weekly with all teams and third parties to monitor performance, ensure SLA achievement and improve the health of your ServiceConduct QBR with team and third parties to review roadmaps, drive innovation and continuous improvementBe the “Face” of BT and market the services that are providedDeliver training and knowledge that enables our employees to be productiveEnsure appropriate staffing levels are in place for a global 24X7 service desk and walk-up tech barsDevelop positive relationships with employees of all levels across WorkdayProvide a best-in-class customer service approach to all end usersProcessDefine and implement a global workforce support strategy that enables our people to be productive 7x24 regardless of geographyDevelop operational metrics, participate in Service reviews, continually improve your ServiceDevelop and maintain roadmaps that optimally reflect employee needs, priorities, dependencies, sequencing, resources, and fundingDrive a service management subject area that is optimized, automated, and fit-for-purposeDevelop and leverage analytics that proactively drive decision making and continual improvementHandle global logistics, asset management, and procurement related to end usersProvide incident management, major incident management, request management and problem management for all teams within BTPartner with Security, Privacy, Compliance, and Legal teams to ensure alignment to policies and procedures including Sarbanes-Oxley (SOX)Partner with Service Management on the design and execution of ITIL processesRun, track and build annual budgets both capital and operating expenses globallyProcure, deploy, track to decommission corporate devices and peripherals including mobile devicesTechnologyProvision new hires with the technology and user experience they need to be productive on day oneProvide mentorship and effect roadmaps for enterprise hardware/software standards globallyProvide and support A/V services for large in-house events and executive meetings.Provide all levels of end users support for technology solutions provided through a service desk, walk-up tech bar and deskside supportAdvise and maintain knowledge base and ensure automation of recurring tasks through BOT technologyAbout YouBasic Qualifications:10+ years of progressively growing responsibility within end user services on a global basis8+ years of senior management experience, including MSPs and remote team members8+ years of experience with multi-OS platforms (Windows, OSX, Mobile)Other Qualifications:Customer focused, multifaceted and fun, with a demonstrable record of innovation and thought leadershipSophisticated understanding and application of IT Service Management practices and technology and preferred ITIL v4 certificationYou are familiar and comfortable with handling accountability and responsibility for a multi-million dollar budget and can ensure ongoing budget optimization and value additionBS/BA in Computer Science, Information Systems, or a related fieldAs a federal contractor, Workday is requiring all new hires to verify that they are fully-vaccinated against COVID-19 within 72 hours of beginning employment with Workday, consistent with applicable law. Workday is an equal opportunity employer. Candidates who are not vaccinated due to a sincerely held religious belief, medical reasons, or other legally-protected reason should contact accommodations@workday.com to explore what, if any, reasonable accommodations or exemptions Workday is able to offer.Workday Pay Transparency StatementThe base pay range for the primary location of this job is 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, future potential and internal pay parity. For more information regarding Workday’s comprehensive benefits, please click here.Primary Location: USA.CA.PleasantonBase Pay Min to Max Range: $179,700 - $269,500Pursuant 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!