Senior Service Manager - Incident Management

About the Role

Are you passionate about all things Service Management? Do you hope to find a role that provides a platform for you to grow yourself and your career?

Then read on!

We are looking for a hard working, motivated individual with deep experience in Incident Management and Service Management.

You will partner with service teams, SRE operations, service health and customer support to build proven connections and provide premium collaborator value.

Your goal will be to increase transparency into our service management practices, provide data insights and workflows to facilitate fast root cause analysis and mitigation of customer impacting issues.

You will apply your knowledge and experience to guide the team to optimization.

About You

You are a self starter, a quick learner and excited to learn new technologies. You love to build connections! You use experience and data to make decisions.

Responsibilities

Lead Major Incident calls and drive resolution and RCA with SRE stakeholder teams.

Problem Management and proactive analysis of Incident trends.

Evaluate recurring Incidents and follow up with teams to minimise impact.

Ensure that root-cause is established for all major incidents and that a formal RCA is detailed and published.

Conduct continuous process improvement for the Incident Management Life Cycle and Incident Post Mortem process

Coordinate standardising processes across the organisation for Incident and Problem Management so they can be more readily understood and handled, errors reduced, and risks mitigated.

Mentor and train team members.

Basic Qualifications

Bachelor's degree or 4+ years of work experience

5+ years of experience in one or more of the key Service Management practices (incident management, problem management).

Have experience with industry practices related to Service Management and Lifecycle; ITIL / IT Service Management methodology.

Other Qualifications

Excellent written and verbal communication skills

Ability to lead incidents with authority

Ability to handle and perform in stressful situations

Standout colleague with ability to engage across multiple teams.

Ability to work independently, adapt quickly, and maintain a positive demeanour

Ready to work in a fast-paced environment

Has successfully led issues through resolution and priority management at both the service owners and executive levels.

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location.

As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission / bonus, as well as annual refresh stock grants.

Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things.

For more information regarding Workday’s comprehensive benefits, please.

Primary Location : USA.GA.AtlantaPrimary Location Base Pay Range : $112,000 USD - $168,000 USDAdditional US Location(s) Base Pay Range : $106,400 USD - $198,000 USD