Support Manager, WorkSmart

Location UK / Ulster

Job Type Permanent full-time, TemporaryContract

Salary £40000 - 50000

Updated 2 days ago

Reference 1360387

 Job Description

Kainos WorkSmart requires a Support Manager to join it's Smart product support operations.

At Kainos WorkSmart, everything we achieve is because of the quality, talent and determination of our people, and their ability to deliver amazing digital solutions which meet the needs of our customers. Our goal is to be the leading Workday partner globally, with our people seen as the leaders in Workday deployment solutions. We do this by investing heavily in our teams and our people, giving them the opportunity to grow their careers with us and to build their knowledge and skills. We’re passionate about the need to ensure they are presented with the best opportunities while ensuring our customers get the solutions they need. 

 

We’re part of Kainos, which was established in 1986. We’re rapidly growing in the US and we’re the largest Workday boutique partner in Europe providing full-service Workday solutions to our global customers. 

 

The core responsibilities of a Smart Support Manager include:

Summary of Responsibilities:  

As a Smart Support Manager, you’ll ensure your team adheres to the Kainos quality standards including SOC 2, while managing the Smart Support function in its commitment to excellent service levels and high customer retention. You’ll be responsible for ensuring efficient transition of projects from the Smart Services into support and manage Smart Product releases, test pack enhancements and consultancy requests.  As the team grows, you’ll manage the Smart Support globally to ensure the team has sufficient capacity and capability while operating within agreed budgets.

  

Minimum requirements: 

  • Significant experience working in a commercial Product Support environment with a good understanding of SOC 2 quality standard 

  • Demonstrable success in a senior service management role  

  • Demonstrable awareness of business benefits the SMART product can provide 

  • Sound commercial awareness and understanding of project and fixed price support service dynamics 

  • Experience of managing service delivery including reporting to clients and management and leading service review meetings with clients 

  • Demonstrable awareness of operationally managing to support a product in a SAAS environment 

  • Extensive experience of working closely with a client and demonstrable evidence of building sound client relationships and enhancing business opportunities 

  • Experience of helping create, and work to, project plans together with handling change controls 

  • Excellent communication skills 

  • Experience of adhering to project management disciplines and quality standards 

  • Experience of managing and motivating team members and leading by example 

  • Ability to make sensible decisions under pressure taking a balanced view of client demands and Kainos commercials 

  • Complies, and ensures team members comply, with all confidentiality and non-disclosure policies and/or agreements and ensures the security of information at all times  

   

Desirable:  

  • Experience of managing a service delivery team on a daily basis, ensuring effective deployment of skills and resource, ensuring SLA metrics are met 

  • Experience of appraising and mentoring staff 

  • Experience of project managing minor development and services work 

  • Experience in managing Incident escalations 

  

Who you are: 

Our vision is to enable outstanding people to create digital solutions that have a positive impact on people’s lives. Our values aren’t abstract; they are the behaviors we expect from each other every day, and underpin everything that we do. We expect everyone to display our values by being determined in how obstacles are overcome; honest when dealing with others; respectful of how you treat others; creative to find solutions to complex problems and cooperate by sharing information, knowledge and experience. 

 

These values, applied collectively, help to produce an outstanding Kainos person, team and culture.