Post Deployment Services Engagement Manager

Available in: Belfast

Apply by: 31 October 2017

The Workday Post Deployment Services (PDS) Engagement Manager is responsible for managing the delivery of Post Deployment Services in line with agreed SLA’s, managing the client-relationship across a variety of accounts and projects, managing the staff, finances and reporting for each account. The PDS Engagement Manager will ensure their teams adherence to the defined PDS quality processes and delivery of services in line with Workday certification model.

Role Description

Will be required to manage the transition of Workday implementations from the delivery environment into PDS. The PDS Engagement Manager will manage the delivery of support services in line with the agreed service level agreements, delivery of change controls and enhancement requests for each tenant supported.

Will be responsible for managing the delivery of services to attain a high degree of customer 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 as well as supporting Pre-Sales activity for potential new clients.

Required Experience

  • Significant experience working in a commercial support environment with a good understanding of ISO20000 quality standard.
  • Demonstrable awareness of business and operational environments into which solutions have been delivered.
  • Experience of at least one significant business application environment
  • Extensive experience of working closely with a client and demonstrable evidence of building sound client relationships and enhancing business opportunities.
  • Experience of helping create, and work to, project plans together with handling change controls.
  • Excellent communication skills.
  • Sound commercial awareness and understanding of project and support service dynamics.
  • Experience of adhering to project management disciplines and quality standards.
  • Pragmatically offering domain experience within HRIS / HCM solutions to provide functional insight and thought-leadership.
  • Experience of managing and motivating team members and leading by example.
  • Ability to make sensible decisions under pressure taking a balanced view of client demands and Kainos commercials.
  • Ability to work to tight deadlines.
  • Experience of managing service delivery including reporting to clients and management and leading service review meetings with clients.
  • Complies, and ensures team members comply, with all confidentiality and non-disclosure policies and/or agreements and ensures security of information at all times.
  • Performing all aspects of Service Management including project planning, resourcing, milestone tracking, commercial management and customer satisfaction.
  • Identifies and takes appropriate action on opportunities to win business, including negotiating and closing at a senior client level.

Desirable Experience:

  • Experience of negotiating support contracts and service level agreements with clients, and third parties.
  • Experience of managing a team on a daily basis, ensuring effective deployment of skills and resource, ensuring SLA metrics are met.
  • Experience of appraising and mentoring staff.
  • Experience of project managing minor development and services work.
  • Experience in managing Incident escalations

Skills

  • Constructive, professional, credible and can communicate effectively with clients and colleagues.
  • A good team player capable of delivering results in less than perfect circumstances.
  • Strong interpersonal and negotiating skills.
  • Excellent at managing personal time and priorities.
  • Non-confrontational style.
  • Quality focused.
  • Highly flexible (including willingness to work away from home base).
  • Articulate, enthusiastic, responsible, logical and thorough. 
  • A positive "can do" attitude towards the technical and non-technical challenges facing Kainos and clients. 

Other Information

Kainos is a professional services organisation with clients spread across the globe and we deliver projects both from client site, and from our offices. While we will attempt to base you on projects near or at your contracted office location, you need to be willing to travel to client sites and spend time away during the week if it is required.

Given the range and nature of work that we carry out for our clients, all Kainos employees are required to possesses up to date security clearance (Basic Disclosure, Access NI etc), if you do not already possess this, you will be asked to apply for it prior to joining Kainos.

We’re an inclusive bunch at Kainos and we believe in equal opportunity. We welcome applications from all walks of life, including those with criminal records. Everyone who is offered a position here undergoes a background check, however no one is treated differently due to their background where it isn’t relevant to the role. It’s important to note – failure to reveal information which is relevant to the position sought, could result in us having to withdraw the conditional offer of employment.
In short: Having a criminal record will not exclude you from a career with Kainos. This depends entirely on the nature and requirements of the position, together with the circumstances and background of offences.