Workday Service Manager

Workday Service Manager - 6 month contract (Inside IR35)

Our client requires a Workday Service Manager to operate on a remote basis with one day per week in the London office.

Your role and responsibilities will be:

The service manager is responsible for the delivery of the agreed service levels to the business, this is done through close monitoring of the Service Desk tool and service management reports which indicate where performance may not be adequate and where intervention may be needed.

The service manager will need to interact with both suppliers and also the business organisation.

Interactions with the supplier(s) will be both as required and as part of regular service management meetings. The objective of the service manager in this area is to ensure that the supplier is clear on any areas in which they need to improve, to agree action plans and objectives and to ensure that progress is made. This relationship also requires the service manager to work on behalf of the supplier where there are issues that they cannot deal with.

Interactions with the business organisation will include escalation management as well as regular service reviews

Where there is no dedicated Problem Manager available the service manager will be expected to perform a level of problem management.

Responsibilities:

• Monitoring performance against service levels
• Monitoring for problems and acting to avoid escalation
• Publication of service reports and reviews with key Stakeholders and Suppliers
• To highlight SLA breaches and work with vendor managers to put in place remedial actions with vendors
• Respond to escalations and to high priority incidents which may require escalation

Accountabilities:

• Adherence to published service levels
• Operational management of service providers in relation to the specific services

£600-650 per day