Manager, Service Management

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 vision of our Business Technology Organization is to be the trusted partner that fuels Workday's business technology innovations and products to enable company growth at scale. The Service Management Office is responsible for the Service Management processes across the Enterprise supporting the various business groups to meet their operational goals.About the RoleIn this role of the Manager, Service Management you will partner with our Director, Service Management and team to meet the organization's goals of delivering outstanding employee experiences & business value, and driving continuous improvement, this leader builds positive relationships with IT leaders and teams to optimize processes and tools. In addition to being the delivery lead you will be the leader with vision for the Service Management function and help BT and Workday embrace the best in breed solutionsResponsibilitiesProvide technical leadership for planning, designing, upgrading, installing, testing, implementing, documenting, and maintaining the ServiceNow platformProvide coding standards and review of content provided by extended development team to ensure compliance with those standardsEvaluate ServiceNow platform performance, isolate and debug software problems, and make recommendations for problem resolutionTransform customer business needs & challenges into solutions by demonstrating a portfolio of tools - assessing and analyzing trade-offs between available capability with build/buy alternatives.Mentor and grow a team of direct reports through proactive coaching, development opportunities, and overall performance enablement.Direct and help complete detailed documentation for workflows and services implemented within ServiceNow & other platformsDevelop and maintain living architecture documents for service management domain; participate in Architecture Review Board discussions as service management representative.Deliver technology to enable and meet business strategy and support day-to-day operations.Handling demand for applications work and prioritizing requests for application enhancements and new development across the technology portfolio supportedActive involvement in understanding Products and future Roadmaps from vendors to drive value and efficiencies from new/unused functionalityEstablishes project timelines and ensures team resources complete projects on scheduleBuilds an environment that encourages information sharing, team-based resolutions, cross-training, and process improvement.Strategic and cyclical planning and budgeting for application and set resource requirementsAbout YouBasic Qualifications12+ years of experience with 5+ years of hands-on experience developing and maintaining ServiceNow platformBachelor's degree from an accredited college/university or a minimum eight years equivalent work experienceOther QualificationsServiceNow System Administration Certification and ITIL Certification is preferredExpertise, knowledge and interest in developing and delivering technology services solutionsResponds quickly and effectively to changing business environments. Strong customer service focus.Strong technology skill-set, including systems management or implementation experienceDeep knowledge of ITSM, ITIL, Agile & SDLC Methodology and supporting tools (e.g. Jira, ServiceNow, PagerDuty)Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!