Global Workday EDM Support Lead

Kainos; Belfast City District; On-site; GBP 65,000 - 90,000; Full time

Job summary

Kainos is seeking an EDM Support Manager to oversee day-to-day delivery of support for the Kainos EDM product. You will manage people, customer interactions, support processes, releases, and reporting, ensuring SLAs are met and service quality is high across multiple geographies.

You will collaborate with Product, Engineering, and Sales, drive continual service improvement, and play a key role in account growth and post-deployment success.

Qualifications

• Strong ITIL knowledge and incident/problem/change handling experience.
• Proven experience leading teams in a commercial IT environment.
• Ability to manage client relationships and deliver against SLAs.
• Experience coordinating across Product, Engineering and Sales teams.
• Familiarity with workday-related products is desirable.

Responsibilities

• Oversee day-to-day delivery of EDM support, including ticket triage, incidents, and reporting.
• Ensure adherence to SLAs and ITIL-aligned processes across multiple geographies.
• Lead on client reporting and regular service reviews with customers and stakeholders.
• Support Senior EDM Support Manager in service delivery, capacity planning, and financial tracking.
• Coordinate with cross-functional teams to drive continual service improvement.

Skills

ITIL knowledge

Incident management

Team leadership

Stakeholder management

Client relationships

Product collaboration

Tools

JIRA Service Desk

ServiceNow

Workday (Desirable)

Job description

Kainos is seeking an EDM Support Manager to oversee day-to-day delivery of support for the Kainos EDM product. You will manage people, customer interactions, support processes, releases, and reporting, ensuring SLAs are met and service quality is high across multiple geographies.

You will collaborate with Product, Engineering, and Sales, drive continual service improvement, and play a key role in account growth and post-deployment success.