Workday Service Desk Operations Manager

7 days ago

Chennai, Tamil Nadu, India myGwork Full time

About WPP:

We are a creative transformation company, using the power of creativity to build better futures for our people, planet, clients, and communities.

We have a global network of over 115,000 accomplished people in 110 countries, with headquarters in New York, London, and Singapore, and a corporate presence in major markets worldwide.

Our integrated offer of communications, experience, commerce, and technology enables us to create transformative ideas and outcomes for our clients through our award-winning agencies.

We work with most of the world's biggest companies and organizations, including Ford, Unilever, P&G, Google, HSBC, and the UN.

Our Mission:

We believe in the power of creativity, technology, and talent to create brighter futures for our people, clients, and communities.

We approach all that we do with conviction: to try the new and to seek the unexpected.

The Role:

We are seeking a Workday Service Desk Operations Manager to oversee the daily operations of our Workday service desk team.

This role ensures the efficient resolution of full-suite Workday and HR Systems-related issues and requests, providing high-quality support to end-users.

The successful candidate will manage a team of service desk analysts, coordinate with other ET departments, and ensure adherence to service level agreements (SLAs).

Key Responsibilities:

  • Team Leadership: Lead, mentor, and manage a team of Workday Service Desk Analysts, providing guidance and support to ensure high performance.
  • Incident Management: Identify and implement process improvements to enhance the efficiency and effectiveness of the service desk operations.
  • Ticket Housekeeping: Ensure the team manages tickets assigned to them, throughout the full lifecycle, including making sure tickets are maintained to set standards, progress within SLAs, and completed.
  • Knowledge Base: Responsible for the team's contribution to maintaining the Workday Knowledge Base at designated stages in the ticket lifecycle.
  • User Support: Provide advanced support for complex Workday issues, acting as an escalation point for the team.
  • Training and Development: Develop and deliver training programs for service desk staff to enhance their skills and knowledge of Workday.
  • Reporting: Generate and analyze service desk performance reports, identifying trends and areas for improvement.
  • Collaboration: Work closely with other ET, Finance, Finance Shared Service Centre, People teams, and business units to ensure seamless support and integration of Workday solutions.
  • Compliance: Ensure all service desk activities comply with organizational policies, procedures, and regulatory requirements.

Requirements:

  • Proven experience in leading and managing a service desk or support team.
  • Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues.
  • A good understanding of Joiners/Movers/Leavers processes.
  • A strong awareness of knowledge management ethics.
  • A strong understanding of both ITIL and Agile ethics.
  • The ability to create metric reports and present to management.
  • Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
  • A strong commitment to providing exceptional customer service.
  • The ability to adapt to changing priorities and work effectively in a fast-paced environment.

About You:

You're open, accepting, optimistic, and extraordinary. We value diversity and inclusion and strive to recruit a diverse slate of candidates to help us achieve our goal of creating a dynamic work environment.

What We Offer:

We provide passionate, inspired people, scale and opportunity, challenging and stimulating work, and a chance to join a group of creative problem solvers.

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