Workday Service Delivery Lead

Shift Time: APAC

Why we're hiring:

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This Team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

We are expanding the team to support our global Workday deployment that will utilise HCM, PSA and FINS in APAC. The Team will grow during 2025 as we prepare to deploy HCM across our top five global markets.  

Reporting to the Workday Services Service Manager, the purpose of this role is to manage the Service Delivery of Workday in APAC, aligned to specific agencies. this role key to the operational running of the Workday Services Team. This role will manage ITIL processes such Incident, Request, Change and Release for HCM, FINS and PSA in region. This role will also be the escalation point for P1 tickets and the preparation of regular service reports, that will be presented to the business, detailing service level performance.  This role will also be heavily involved in multiple go-live readiness activities on future releasees. In essence, you will be the point of contact for any queries regarding supported Workday Services applications, from requirements gathering to operations and support. 

This is an exciting and varied role in a dynamic organisation where you will work with the wider Workday Services Team to provide a world class level of Workday support and development on a day-to-day basis. You will also work with the WPP Implementation Team and People Teams to understand, improve and deliver an efficient and effective solution.  

What you'll be doing:

• Reporting into the Workday Service Manager, manage and be the go-to point for the service delivery of Workday services for APAC.
• Manage the Incident, Request, Change, Release processes for APAC and prepare ready for CAB’s etc. 
• Monitor service ticket performance against our vendors and internal SLA’s/OLA’s 
• Manage P1 incidents in region, reporting regularly to the Workday Service Manager and wider stakeholder’s 
• Work with Agencies on the management of 'Non-Prod' Access such as Sandbox etc. 
• Host regular Service Review meetings with the customer 
• Collect feedback on any issues from agencies and prioritize their resolution 
• Help prepare go-lives and manage service readiness activities\documentation  
• Be heavily involved and lead in service Improvement activities 

What you'll need:

• Strong working understanding of ITIL Processes, Incident, Request, Change and Release.
• Good understanding of Service Transition methodologies
• Experience of IT Ticketing systems 
• Ability to take ownership and lead things successfully through to a conclusion
• Ability to build agreed service reports on service analytics
• Strong stakeholder management skills, an excellent communicator.
• Previous experience of Service Management around Workday or similar Tier 1 ERP SaaS Services preferable 

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

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