Workday EDM Support Manager

Join Kainos and Shape the Future

At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.

We believe in a people-first culture , where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark?
Join us and be part of something bigger.

Main Purpose of the Role & Responsibilities in the Business

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.

Responsibilities

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 life cycles, 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…