Workday Service Delivery Manager - Human Capital, Operate
Job Type: Permanent
Work Model: Hybrid
Reference code: 128841
Primary Location: Toronto, ON
All Available Locations: Burlington, ON; Brossard, QC; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Laval, QC; Moncton, NB; Montreal, QC; Ottawa, ON; Quebec City, QC; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Toronto, ON; Vancouver, BC; Victoria, BC; Winnipeg, MB
Our Purpose
At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.
By living our Purpose, we will make an impact that matters.
- Have many careers in one Firm.
- Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
- Learn from deep subject matter experts through mentoring and on the job coaching
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Deloitte is seeking a highly skilled and experienced Workday Service Delivery Manager to join our Human Capital - Operate team. The ideal candidate will have a strong background in Workday solutions and a proven ability to manage and deliver exceptional support and consultancy services to our clients. This role requires a blend of leadership, technical expertise, and client-facing experience to ensure the successful operation and optimization of Workday systems.
What will your typical day look like?
- Service Delivery Management: Oversee the delivery of Workday support services, ensuring high-quality and timely resolution of client issues and requests.
- Client Relationship Management: Serve as the primary point of contact for clients, building and maintaining strong relationships to understand their business needs and ensure satisfaction with our services.
- Team Leadership: Lead and mentor a team of Workday consultants and support staff, fostering a collaborative and high-performance work environment.
- Operational Excellence: Develop and implement processes and best practices to enhance the efficiency and effectiveness of service delivery.
- Issue Resolution: Manage the escalation and resolution of complex technical issues, coordinating with internal teams and clients to implement effective solutions.
- Performance Monitoring: Monitor and report on service delivery metrics, identifying areas for improvement and implementing corrective actions as needed.
- Continuous Improvement: Identify opportunities for process improvements and system enhancements, providing recommendations to clients and assisting with their implementation.
- Training and Development: Conduct training sessions and create documentation to educate clients and team members on best practices, system functionalities, and new features.
- Collaboration: Work collaboratively with cross-functional teams, including developers, project managers, and other consultants, to deliver comprehensive support and consultancy services.
Key Areas of Responsibility
- Monitor and manage the day-to-day operations of Workday services.
- Ensure adherence to SLAs and KPIs.
- Conduct weekly meetings with clients to review service performance and address any issues.
- Gather client feedback and work on continuous improvement.
- Allocate resources effectively to meet service delivery requirements.
- Foster a collaborative and productive team environment.
- Plan, execute, and monitor Workday implementation and upgrade projects.
- Coordinate with clients and internal teams to ensure successful project delivery.
- Address and resolve any service delivery issues or escalations promptly.
- Implement corrective actions to prevent recurrence.
- Track and analyze service delivery metrics to identify trends and areas for improvement.
- Implement performance improvement initiatives.
- Communicate effectively with internal and external stakeholders.
- Provide regular updates on service delivery status and performance.
- Conduct regular governance meetings with key stakeholders to review service performance, discuss strategic initiatives, and address any concerns.
About the team
This is your opportunity to work in Operate at Deloitte. Operate services harness the latest technologies, talent, and capabilities from all over the world to deliver ongoing outcomes and client value. We do more than traditional business process outsourcing. We do more than just "keeping the lights on." We work shoulder-to-shoulder with clients and their customers, constantly adapting to the pace of change, to ideate, innovate, and embed continuous advantage at the heart of their operations. And we do it with the kind of drive and passion that comes from loving what you do—and who you do it with.
Our team at Deloitte specializes in providing Application Managed Services for several Human Resource technologies. We work with major clients across Canada and internationally on a daily basis ensuring their HR platforms are operating efficiently and effectively. We have a proven track record of successfully solving complex challenges through effective leadership, communication, and collaboration. Our team is dedicated to fostering an environment which promotes innovation and professional growth allowing you to take charge of your career at Deloitte.
Enough about us, let's talk about you
You are someone who:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 5 years of experience in supporting and consulting on Workday solutions, with at least 2 years in a leadership or management role.
- Proficiency in Workday, including Core HR, Payroll, Talent Management, and other related modules. Strong understanding of system integrations and data analysis.
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical stakeholders.
- Strong leadership and team management abilities, with a focus on mentoring and developing team members.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Demonstrated ability to build and maintain strong client relationships, with a commitment to delivering high-quality service.
- Relevant Workday certifications are highly desirable.
Total Rewards
The salary range for this position is $98,000 - $164,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.
Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte Days"), flexible work arrangements and a hybrid work structure.
Our promise to our people: Deloitte is where potential comes to life.
Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.
You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you're from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.
Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.
Have as many careers as you want.
We are uniquely able to offer you new challenges and roles - and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.
The next step is yours
At Deloitte, we are all about doing business inclusively - that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.
We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).
By applying to this job you will be assessed against the Deloitte Global Talent Standards. We've designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.