AMS  Service Manager (Consultant)

The AMS  Service Manager (Consultant) will be required to manage the transition of Workday implementations from the delivery environment into Application Managed Services. They will manage the delivery of support services in line with the agreed service level agreements to a portfolio of Workday clients and delivery of small to medium change controls, enhancement requests and additional proactive services.   

You will also be responsible for managing the delivery of services to attain a high degree of client satisfaction by ensuring client requirements are fully achieved; seeking to improve the service to the benefit of both Kainos and the client; assisting the senior management team with business growth within existing accounts as well as supporting Pre-Sales activity for potential new clients.  

Required Experience:  

• Performing all aspects of Service Management including incident prioritisation, resourcing, milestone tracking, commercial management and client satisfaction.  

• Experience of working in a commercial support environment with a good understanding of Service Management.  

• Demonstrable awareness of business and operational environments into which solutions have been delivered.  

• Experience of at least one significant business application environment.  

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

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

• Identifies and takes appropriate action on opportunities to win business, including negotiating and closing at a senior client level.  

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

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

• Sound commercial awareness and understanding of project and support service dynamics.  

• Experience of adhering to project management disciplines and quality standards.  

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

• Willingness to travel to client sites as required.  

• Experience of negotiating support contracts and service level agreements with clients, and third parties.  

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

Desirable Experience:  

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

• Experience in managing and supporting blended teams of colleagues, clients and partner resources to share knowledge and develop an integrated delivery ethic.   

• Experience of appraising and mentoring staff.  

• Experience of project managing minor development and services work.  

• Experience in managing Incident escalations  

• Domain experience within HRIS / HCM or Financial solutions to provide functional insight and thought leadership.  

Skills:  

• Constructive, professional, credible and can communicate effectively with clients and colleagues.  

• A good team player capable of delivering results in less than perfect circumstances.  

• Strong interpersonal and negotiating skills.  

• Excellent at managing personal time and priorities.  

• Mature, non-confrontational style.  

• Quality focused.  

• Articulate, enthusiastic, responsible, logical and thorough.   

• A positive "can do" attitude towards the technical and non-technical challenges facing Kainos and clients.