Oferty pracy: diversity inclusion

In a rapidly changing and dynamic IT environment, we are looking for an experienced Service Manager to join the Post Deployment Services Team of our Workday Services Practice who can bring experience in delivering excellent customer service as well as service improvement and innovation using the latest tools and techniques.

Our Service Managers are responsible for managing the transition of client Workday implementations from the delivery environment into Post-Deployment Services. From there onwards, they manage all aspects of delivering support services in line with the agreed service level agreements to a wide and varied portfolio of Workday clients and the delivery of small to medium change controls, enhancement requests and additional proactive services.

In addition, our Service Managers also manage the delivery of services to attain a high degree of client satisfaction by ensuring client requirements are fully achieved; seeking to improve the service to the benefit of both Kainos and the client; assisting the senior management team with business growth within existing accounts and support pre-sales activity for potential new clients.

• Pragmatically offer domain experience within HRIS / HCM solutions to provide functional insight and thought-leadership.

• Provide project management leadership and guidance to clients and colleagues.

• Manage all aspects of project support services delivery including project planning, resourcing, milestone tracking, commercial management and customer satisfaction.

• Lead and support blended teams of colleagues, client and partner resources to share knowledge and develop an integrated delivery ethic.

• Agree objectives, outputs, milestones, timescale with client, together with associated contract and commercial terms.

• Coordinate the documentation of requirements, business processes, application configurations, testing plans and other artefacts to ensure shared understanding and facilitate knowledge transfer.

• Oversee the creation of well structured and accurate deliverables and, where necessary, present to senior client and board level stakeholders leading to acceptance of recommendations.

• Identify and take appropriate action on opportunities to win business, including negotiating and closing at a senior client level.

• Continuously request and capture feedback from clients to drive service improvements and design innovative ways to improve service delivery which can be deployed across all our Post Deployment Services clients.

What we are looking for:

You will be an experienced leader of IT service delivery with direct experience in the successful support of IT solutions within a consulting environment, coupled with exceptional personal drive and ambition to progress your career.

• Ideally, knowledge and familiarity of working with, or supporting, Workday.

• Full lifecycle project management experience, from initial opportunity through to service requirement definition, service design, implementation, service transition and managed service go-live.

• Two years of service management delivery experience within a consulting / IT services environment.

• Experience of managing distributed teams.

• Excellent commercial management and negotiation skills.

• Strong business writing skills with experience in the production of business cases, requirement documentation, tender documents, contracts, statements of work and change requests.

• Demonstrable success in identifying and taking appropriate action on opportunities for additional business.

• Ability to provide effective pre-sales support as required, including devising and costing viable, winning solutions working closely with a sales team.

• Sound commercial judgement, with a proven track record in the execution of contract and commercial terms applying to the project.

• Commercial experience of running a team.

Nice to have:

• Experience of working in an Agile project environment.

• Strong functional HR domain expertise including areas such as core HR, recruitment, talent management, absence management and learning and development.

• Certified in ITIL processes and practices for service delivery and continuous improvement.

• Due to growth in the DACH region, ability to read, write and converse in German would be advantageous but not essential.

Skills

• Strong communication skills with an affable and credible persona, including formal presentations.

• Ability to make sound decisions under pressure, taking a balanced view of client demands and Kainos commercials.

• Excellent negotiating and influencing skills.

• Good team player with strong leadership, coaching and people management skills.

• A positive “can do” attitude towards the commercial, technical and staffing challenges facing Kainos.

• Highly flexible, including a willingness to work away from home base if required.