Hybrid Sr. Global Service Delivery Leader bei CrossVue

Imagine advising renowned clients across the country and implementing one of the world’s most innovative and leading cloud technologies. At CrossVue, that’s exactly what you’ll do – you’ll take part in a quickly growing Workday practice.

As a Workday Services Partner, we offer full-suite services and provide our consultants with hands-on training and certification in Workday. We believe that happy employees deliver better results, so we strive to provide our employees with a meaningful work-life balance and invest in their professional development.

By joining CrossVue you’ll be making a direct impact on our growing Workday practice, regularly taking part in:

• Advising key stakeholders through selection, transformation, implementation, and configuration of Workday. Our consultants are hands-on involved in full-scale implementation, project management, change management, requirements and design, process improvement, testing, integration enablement support, overseeing supplier enablement, and best practices  
• Contributing beyond client delivery, including, but not limited to recruiting, coaching, marketing, business development, practice development, operational improvement, and beyond
• Implementing performance improvement and cost-reduction initiatives

Position Overview

We are seeking an experienced Global Service Delivery Center Manager to lead our Workday Post Production Services delivery operations. This role is responsible for ensuring exceptional service delivery, driving operational efficiency and standards, developing and maintaining SLA compliance, managing client escalations, and leading continuous quality improvement across our global Workday support services. The ideal candidate will combine strong operational management skills with deep understanding of Workday applications and service delivery best practices.

Key Responsibilities

Service Level Management

• Monitor and ensure compliance with all contractual SLAs and KPIs for Workday application management and support services

• Drive continuous improvement initiatives to exceed service level targets

• Establish and maintain service level agreements with internal teams and external vendors

• Develop and maintain comprehensive reporting and dashboards for stakeholders

• Proactively identify potential SLA breaches and implement corrective actions

Quality Assurance

• Establish and maintain quality standards for all deliverables

• Implement quality control processes and checkpoints

• Conduct regular quality audits and assessments of team performance

• Develop and deliver quality training programs for service delivery teams

• Track and report on quality metrics and improvement initiatives

Team Leadership & Operations

• Manage resource allocation and capacity planning for service delivery

• Oversee daily operations of the service delivery center

• Foster a culture of continuous learning and improvement

• Collaboration with global teams across different time zones

Client Relationship Management

• Collaborate with Client Partner to conduct regular service review meetings and health checks

• Gather client feedback and translate requirements into service improvements

• Drive client satisfaction initiatives and retention strategies

• Serve as primary point of contact for critical incidents and major escalations

• Develop and maintain escalation procedures and communication protocols

• Manage stakeholder communications during service disruptions

Process Improvement & Governance

• Implement automation and tools to improve service delivery efficiency

• Develop and maintain operational procedures and documentation

• Ensure compliance with organizational governance and security standards

• Drive adoption of best practices across the service delivery organization

Required Qualifications

• Bachelor's degree in Business, Information Technology, or related field

• 7+ years of experience in service delivery management or operations management

• 5+ years of hands-on experience with Workday applications (HCM, Financials, or other modules)

• Workday certification in one or more functional areas

• 5+ years of people management experience

• Experience managing SLAs and KPIs in a service delivery environment

• Experience with service management tools, processes, and metrics

• Proficiency in reporting and analytics tools

• Understanding of cloud infrastructure and integration technologies

• Proven ability to lead and motivate global cross-functional teams

• Excellent communication and presentation skills

• Strong problem-solving and analytical thinking capabilities

• Ability to work under pressure and manage multiple priorities

• Customer-focused mindset with strong relationship management skills

• Experience in change management and process improvement

Preferred Qualifications

• PMP or other project management certification

• Experience with Agile/Scrum methodologies

• Previous experience in consulting or professional services environment

CrossVue is a contemporary consulting firm providing the blueprint for modernizing client operations and processes through Workday. As a leading Workday advisory, deployment, and post-production support firm, we drive critical results for our clients and help them reach their transformation goals through the Workday platform. For more information, visit www.crossvue.com.