> Markdown version of [/jobs/ext/3563250-workday-edm-support-manager](https://www.wearedevelopers.com/jobs/ext/3563250-workday-edm-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Workday EDM Support Manager - **Company:** Kainos - **Location:** Derry, UK - **Contract:** Permanent contract - **Skills:** JIRA, Data Security, Workday, Servicenow - **Published:** October 3, 2026 - **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=2999542753-2 ## About the Role * Strong experience in a commercial IT environment, with proven support management or team lead responsibilities. * Ability to remain calm and effective under pressure, including in high-priority or escalated scenarios. * Understanding of ITIL principles and experience managing incidents, problems, and changes. * Proven experience managing client relationships and delivering against support SLAs. * Experience working in a technical product environment. * Confident facilitating meetings, workshops, and support reviews. * Able to make pragmatic decisions balancing client needs, product direction, and commercial considerations., * Experience working in the Workday ecosystem, particularly with Kainos Workday Products. * Familiarity with service management tools such as JIRA Service Desk, ServiceNow, or equivalent. * Exposure to ISO-compliant environments (ISO 20000, 27001, 9001). ## Description As an EDM Support Manager, you will oversee the day-to-day delivery of support for the Kainos EDM product. This includes managing people, customer interactions, support processes, releases, and reporting, all while ensuring adherence to defined SLAs and maintaining a high standard of service. You will balance new and existing customer needs with awareness of the product roadmap and internal capacity. You'll act as a key contact to ensure client issues are addressed effectively and that our processes and quality standards are consistently applied. You'll also support senior management in account growth, post-deployment success, and the transition from onboarding to business-as-usual support. The role involves collaboration with Product, Engineering, and Sales teams to ensure customer satisfaction and drive continual service improvement., Delivery * Manage the seamless transition of customers from the Onboarding Team to Support, including effective handover of configuration knowledge and documentation. * Oversee ticket triage and incident management, ensuring issues are handled within SLA and coordinated across Product and Engineering teams. * Maintain and evolve support standards, processes, and documentation in line with ITIL best practices. * Support the Senior EDM Support Manager in all aspects of service delivery, including SLA performance, team capacity planning, financial tracking, and customer satisfaction. * Coordinate blended support teams across multiple geographies and stakeholders to ensure knowledge sharing and responsive service. * Lead on client reporting and regular service reviews with both customers and internal stakeholders. * Manage support escalations, raising visibility with Kainos senior management when appropriate. * Support requirements gathering and prioritisation for post-go-live changes or deployment phases. * Own client expectations around ticket lifecycles, ensuring transparency from triage through to resolution. * Build and maintain effective, collaborative relationships with clients, partners, and third-party stakeholders. Business Development & Account Support * Demonstrate commercial awareness of support and client dynamics, identifying opportunities to enhance customer value and satisfaction. * Work closely with the Customer Value Team to support value plans and continuous improvement initiatives. * Contribute to the Product roadmap by sharing insights gained through support activity and client feedback. * Understand contractual and commercial terms relevant to support, ensuring delivery is compliant and aligned to agreed scope. Team Leadership * Motivate and empower team members to foster a positive, high-performing support culture. * Set clear objectives for team members, conduct regular 1:1s, and support professional development through structured feedback and appraisals. * Ensure new hires are onboarded smoothly and equipped to contribute effectively. * Facilitate team stand-ups, retrospectives, and other key meetings to drive alignment and collaboration. Governance & Quality * Ensure support governance and quality standards are followed throughout the support lifecycle. * Proactively manage risks and issues, escalating where needed and contributing to mitigation strategies. * Promote compliance with confidentiality, data security, and ISO standards (ISO 20000, 27001, and 9001) where applicable. * Work with compliance and audit teams to ensure readiness for internal or external audits where applicable. Continuous Improvement & Growth * Contribute to continuous improvement efforts within the EDM support function and wider product team. * Champion innovation in support delivery, tooling, automation, and service quality. * Support recruitment activities to attract and retain high-calibre support talent.