Sr 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 TeamAt Workday, the IT Service Management and Operations team is the cornerstone of our business operations and is responsible for defining, developing, and maintaining critical capabilities enabling all information technology and business teams to deliver outstanding services to Workday teams and customers. This team owns ITSM and IT SDLC related services and spearheads effective agile development and resilient IT Operations.You will be joining a highly skilled and innovative team that is striving to improve efficiency by streamlining processes and developing more intuitive and scalable solutions.About the RoleAs the leader of the Service Management team you will spearhead the design of scalable, effective, and resilient service management processes defining the platform roadmap and directing the day to day operations. You will engage with customers and partner with various teams to deliver multi-functional projects and drive adoption of ITSM processes. You will inspire the team to innovate and deliver a seamless intuitive user experience that will unlock productivity and ensure service resilience and business continuity. Lead a distributed team of skilled analysts and configuration experts harnessing the collective power of an impactful team and fostering a strong team cultureServe as the product owner for ITSM platform and partner multi-functionally to develop a comprehensive platform roadmap and ensure timely delivery of landmarksApply standard methodologies to define business capabilities, understand core requirements, design technical solutions, and manage ongoing supportImplement integrated and automated processes that drive efficiency and be audit ready at all times. Ensure processes and integrations are designed with scalability in mindDefine measurable outcomes and implement metrics to track progress towards successBuild rapport and partner with business collaborators to understand their priorities and ensure continuous delivery and customer satisfactionManage demand and drive execution of a portfolio of projects through effective prioritization, planning, and oversightDevelop, document, and maintain process, system, integration and data architectures for the ITSM platform ecosystemDrive efficiency by automation and using innovative technologies including AI Coach the team to realize their potential and guide their career growth within WorkdayAbout YouBasic Qualifications8 years in leadership experience leading IT Service Management capabilities and delivering multi-functional projects8 years of experience leading globally distributed teams that support a 24x7 operations model10+ years of technical experience in IT Software development and operationsOther QualificationsExtensive experience leading implementation of ITSM practices in a large organizationDemonstrated experience of process ownership and delivery of process and capability transformation over timeExtensive hands-on experience administering, developing and supporting processes on one of the major ITSM platforms such as ServiceNow or AtlassianExcellent analytical abilities, including research, measurement, and monitoringExcellent organizational, collaboration, communication, and interpersonal skillsDemonstrated ability to lead and facilitate initiatives with multiple senior customersEmpathy and desire to create an exceptional user experienceSolid understanding of Agile development methodologiesITIL Expert Certification is a plusBachelor's degree in Computer Science or Engineering, or equivalent experienceWorkday 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.CA.PleasantonPrimary Location Base Pay Range: $187,100 USD - $280,900 USDAdditional US Location(s) Base Pay Range: $155,300 USD - $280,900 USDOur Approach to Flexible WorkWith 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!SummaryLocation: USA, CA, PleasantonType: Full Time