Workday Service Delivery Manager

Description:

Deloitte is seeking a Workday Service Delivery Manager within its Human Capital – Operate team for future opportunities. This role is ideal for an experienced professional with a strong background in Workday solutions and a proven ability to lead service delivery, manage client relationships, and drive operational excellence across Workday-managed services.

The Service Delivery Manager will play a pivotal role in overseeing daily service operations, leading a team of Workday specialists, and ensuring high-quality and efficient delivery of Workday support and consultancy services. This position demands a blend of technical knowledge, leadership skills, and client management expertise to ensure continuous service improvement and customer satisfaction.

Key Responsibilities:

• Service Delivery Management: Oversee Workday service delivery operations to ensure quality, efficiency, and compliance with SLAs and KPIs.

• Client Relationship Management: Serve as the main point of contact for clients, maintaining strong relationships and understanding business objectives.

• Leadership & Team Management: Lead and mentor Workday consultants and support staff to foster a collaborative, high-performance culture.

• Operational Excellence: Develop and implement best practices to improve service quality, issue resolution speed, and client satisfaction.

• Issue Resolution: Manage escalations, coordinate cross-functional teams, and provide long-term corrective solutions for complex technical issues.

• Performance Monitoring: Track service metrics, produce performance reports, and drive continuous improvement initiatives.

• Project Oversight: Plan and manage Workday implementation and upgrade projects in coordination with internal and client teams.

• Training & Development: Conduct training sessions, prepare process documentation, and guide clients on Workday features and best practices.

• Strategic Collaboration: Partner with stakeholders across functions to deliver integrated support and identify innovation opportunities.

Key Skills & Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

• Experience: At least 5 years in Workday system consulting/support with 2+ years in management or team leadership roles.

• Technical Expertise:

  • Proficiency in Workday Core HR, Payroll, and Talent Management modules.

  • Strong understanding of system integrations, data analysis, and Workday performance metrics.

• Certifications: Relevant Workday certifications preferred.

• Soft Skills:

  • Excellent communication and interpersonal skills.

  • Strong analytical and problem-solving capabilities.

  • Proven leadership and client relationship management skills.

  • Ability to manage multiple projects and meet tight deadlines.

About the Team:

The Deloitte Operate team focuses on delivering Application Managed Services (AMS) for leading HR technologies, including Workday. The team supports national and international clients by ensuring that HR systems run efficiently, securely, and are optimized for performance. Operate at Deloitte is more than maintenance — it’s about continuous innovation, scalability, and measurable outcomes.

Deloitte fosters a culture that emphasizes professional development, collaboration, and inclusion, offering an environment where employees can grow their expertise while driving real business value.

Benefits and Rewards:

• Competitive base salary with eligibility for Deloitte’s bonus program.

• $4,000 annually for mental health benefits.

• $1,300 flexible benefits spending account.

• Paid “Deloitte Days” for rest and firm-wide closures.

• Dedicated Development and Innovation Days for professional growth.

• Hybrid work structure with flexible working arrangements.

• Comprehensive health, wellness, and learning programs.

• Inclusive culture supporting diversity, equity, and professional advancement.