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