Job description

Workday HC Service Director

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Line of service
Internal Firm Services
Managing Director/Director
Global team - Internal Firm Services
Across all industries
Position type
Full Time
Job ID

Job description

Job Description Text:

As part of the Business Operations Systems portfolio within PwC, the introduction of Workday to the PwC network is a strategic initiative focused on providing our people with the connectivity, support, and platform to become a truly global organisation through a fully evolved, fully integrated Talent suite of standardised processes and tools across the network. The team interacts with individuals from around the world whilst supporting and developing skills and expertise as one of the market-leading HCM SaaS Providers.

The PwC Workday Support team has responsibility for delivering support and operational activities to 153 member firms across the PwC network, which includes approximately 230,000 partners and staff.

Minimum Year(s) of Experience: 8

Degree Preferred: BA degree or equivalent

Knowledge Preferred:

Demonstrates thought leader level knowledge of and/or proven record of success within Workday and Peoplesoft.

Skills Preferred:

Demonstrates thought leader level abilities with and/or proven record of success with:

  • Managing a technology service in a large complex global organisation;

  • Understanding of the 'HC Hire to Retire' lifecycle;

  • Customer focused with strong focus on delivery of a first class user experience;

  • Stakeholder management;

  • Leading while coaching and developing junior team members;

  • Developing and executing continuous service improvement plans;

  • Communication skills, both written and oral;

  • Influencing groups to achieve the desired outcome;

  • Managing large budgets, including both budget provision/proposal then ongoing forecasting against that budget;

  • Competency in Business English;

  • HC reporting/analytics experience in a fast-paced Hi-Tech Environment, preferably in the Workday space;

  • Delivering support to a global user population;

  • Developing, establishing, and owning Service Level Agreements with the business that operate realistically within the framework of the existing support model;

  • Reporting against SLA’s to business representatives and act on the output of the findings;

  • Developing and owning the Continuous Service Improvement Plans for the support organisation area and ensuring that it is regularly monitored, updated, and that improvements result from it;

  • Establishing positive relationships with the key stakeholders in the area of the business for which you are responsible for providing a service to;

  • Chairing the monthly Customer Panel and sharing the Monthly Service Report, including reporting against key performance indicators s and any key events or activities that have taken place or are planned to occur;

  • Ensuring regular dialogue with the Service Operations team so that they can assist you in driving improvement and Service Reporting;

  • Ensuring that you own and manage any Major Incidents that affect your area of the business by acting as the ‘Voice of the Customer’ during such incidents;

  • Ensuring and drive all follow-up actions that result from any Major Incidents;

  • Sharing Problem Management details with the business as a driver of Continuous Improvement;

  • Representing the Business User on the Change Advisory Board on a regular basis and ensure all necessary assessments of Change are considered, approved/rejected, and communicated to the business;

  • Sharing knowledge with the Services team about the business area/location you represent; and,

  • Managing financial elements of the service provision, including budgeting, reviewing monthly Work in Progress, and forecasting appropriately.


Internal firm services

In order to deliver a first-class service to our clients, we need first-class support internally. Internal firm services is a network of specialist support professionals and includes marketing, recruitment, human capital, finance, technology, learning and development, procurement, to name but a few. Each team plays a vital role in making sure we have all the right resources, services and technology across our business.

The skills we look for in future employees

All our people need to demonstrate the skills and behaviours that support us in delivering our business strategy. This is important to the work we do for our business, and our clients. These skills and behaviours make up our global leadership framework, ‘The PwC Professional’ and are made up of five core attributes; whole leadership, technical capabilities, business acumen, global acumen and relationships.

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We work in a changing world which offers great opportunities for people with diverse backgrounds and experiences. We seek to attract and employ the best people from the widest talent pool, as well as those who reflect the diverse nature of our society. And we aim to encourage a culture where people can be themselves and be valued for their strengths. Creating value through diversity is what makes us strong as a business and as an organisation with an increasingly agile workforce, we're open to flexible working arrangements where appropriate.

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