Application Management Support Service Delivery Manager

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com.

Through Transformation Powered by Workday, we help HR and Finance define their strategy, technology and approach to become agile, strategic advisors that drive critical business outcomes and revenue. By automating day-to-day tasks, then uniting and orchestrating the data and planning abilities of Finance and HR in one seamless system, organizations can better align to business strategy and ensure that the right skills and resources are available when they are needed.

With in-depth specialization in more than 40 industries and an unmatched, global delivery network, Accenture is uniquely positioned to guide its clients in this transformation, tailoring each journey to your specific needs. For more information, please visit https://www.accenture.com/au-en/services/workday-index

About the role

Are you passionate about helping clients realise the value of their investment in Workday and helping them drive further innovative ways of working through Workday’s HCM and Finance platform?

We are hiring and we are one of the World’s largest Workday-certified team of professionals who focus on delivery the move strategic value out of Workday.

As leader in in our value-led Application Management Support (AMS) team, you will be responsible for overseeing and supporting the delivery of Application management services, ensuring high-quality and efficient resolution of issues, and, most importantly, delivering ongoing innovation by bringing the best of both Accenture’s and Workday’s offerings to our clients.

You will also grow your career with continuous learning opportunities and a global community of 2800+ Workday professionals with deep industry expertise to help solve our clients’ biggest challenges.

Key responsibilities of a Workday AMS Service Manager:

Lead service delivery teams responsible for supporting Workday HCM, Finance, and integration technologies.

• Ensure high levels of performance in these services, measured against service level agreements (SLAs).

• Identify and implement strategies to improve quality of service, user satisfaction, and bring the best of Accenture capabilities to our clients.

• Application Support and Issue Resolution:

• Oversee the resolution of complex issues and escalated cases related to Workday functionality, configuration, and usability.

• Collaborate with client, internal teams and external vendors to ensure effective issue resolution and system performance.

• Application Maintenance and Optimization:

• Monitor application health and performance, implementing improvements and optimizations as needed.

• Manage bi-annual system updates and maintenance activities, ensuring minimal disruption to users.

• Client Management:

• Serve as the primary point of contact for our clients regarding Workday application support.

• Understand and analyze user needs, translating them into actionable service improvements.

• Team Leadership and Development:

• Lead, mentor, and develop the application support team, fostering a culture of excellence and continuous learning.

• Conduct regular performance reviews and manage team resources effectively.

• Support sales and growth of our AMS business

• Participate and support sales pursuits as a subject matter expert and conveying how your role will deliver value to future potential customers.

• Work with sales leads to support new opportunities on existing accounts.

Your Skills and Qualifications:

Skills and qualifications are flexible; however, an ideal candidate would have a majority of these experiences:

• Previous Application Management Services experience in a manager role, preferably in Workday

• 2-3 years experience in the Workday ecosystem

• Superior communication skills, both written and verbal

• Stakeholder management

• Existing and current Workday HCM or Finance Certifications preferred

• Experience with pre-sale and sales activities

Additional preferred attributes:

• Ability and willingness to travel to meet project needs within COVID guidelines

• Additional HCM, Finance, or Integration certifications from a Workday certified implementation partner

• 3-5 years’ experience in Workday (either as a customer or an implementation partner)

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You’ll also have opportunities to hone your functional skills and expertise in an area of specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Preference will go to candidates that have current working rights for Australia or New Zealand.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Equal Employment Opportunity Statement for Australia:

At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.

Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.

We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email **********@accenture.com and cite the relevant Job Number or contact us on +61 2 9005 5000.