Global Workday EDM Support Lead

Kainos; Birmingham; On-site; GBP 70,000 - 90,000; Full time

Job summary

Kainos in the United Kingdom is seeking an EDM Support Manager to oversee day-to-day delivery of support for the Kainos EDM product, manage people, customer interactions, processes, releases, and reporting, all while ensuring SLA adherence.

You’ll balance new and existing customer needs with awareness of the product roadmap and internal capacity. You’ll collaborate with Product, Engineering and Sales to ensure customer satisfaction and drive continual service improvement.

Qualifications

• Strong experience in a commercial IT environment with proven support management or team lead responsibilities.
• Ability to remain calm and effective under pressure in high-priority scenarios.
• Understanding of ITIL principles and incident/problem/change management.
• Proven experience managing client relationships and delivering against SLAs.
• Experience working in a technical product environment.
• Confident facilitating meetings, workshops, and support reviews.
• Able to balance client needs, product direction, and commercial considerations.

Responsibilities

• Delivery: Manage the seamless transition of customers from Onboarding to Support and ensure knowledge transfer.
• Delivery: Oversee ticket triage and incident management across Product and Engineering with SLA adherence.
• Delivery: Maintain and evolve support standards, processes, and ITIL-aligned documentation.
• Delivery: Support Senior EDM Support Manager with SLA performance, capacity, financials, and customer satisfaction.
• Delivery: Coordinate blended support teams across geographies and stakeholders for knowledge sharing.
• Delivery: Lead on client reporting and service reviews with customers and stakeholders.
• Delivery: Manage escalations and communicate with Kainos senior management as needed.
• Business Development & Account Support: Identify opportunities to enhance customer value and satisfaction.
• Business Development & Account Support: Collaborate with Customer Value Team on value plans and improvements.
• Business Development & Account Support: Contribute insights to Product roadmap from support activity and client feedback.
• Business Development & Account Support: Ensure delivery aligns with contractual and commercial terms.

Skills

Support management

Client relationships

ITIL

Team leadership

Stakeholder management

Workday ecosystem

Tools

JIRA Service Desk

ServiceNow

Job description

Kainos in the United Kingdom is seeking an EDM Support Manager to oversee day-to-day delivery of support for the Kainos EDM product, manage people, customer interactions, processes, releases, and reporting, all while ensuring SLA adherence.

You’ll balance new and existing customer needs with awareness of the product roadmap and internal capacity. You’ll collaborate with Product, Engineering and Sales to ensure customer satisfaction and drive continual service improvement.