Director of , Digital Workday Ecosystem

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Mass General Brigham Incorporated

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The Director of Applications, Digital Workday provides strategic leadership for the Workday technology platform, including Integrations, Security, Extend development, tenant management, and release management. This role is accountable for the vision, roadmap, and governance of Workday technology delivery, ensuring alignment with business priorities, transformation initiatives, and enterprise architecture standards.

The Director will build, lead, and mentor a high-performing team of Workday technology professionals — including developers, integration engineers, security analysts, and administrators — establishing clear standards for quality, responsiveness, and continuous improvement. They partner closely with HR, Finance, IT, and business stakeholders to prioritize demand, resolve escalations, and ensure Workday solutions support operational needs and long-term goals. This role requires deep technical fluency across the Workday platform, strong leadership and team-building capabilities, and the ability to translate complex technical direction into clear, consultative communication for senior leadership.

• Lead the overall Workday technology strategy, aligning platform capabilities with business, HR, and Finance objectives.
• Establish the vision, roadmap, and governance for Workday technology delivery, ensuring alignment with enterprise architecture standards, transformation initiatives, and long-term business priorities.
• Provide strategic leadership across Workday Integrations, Security, Extend development, tenant management, and release management functions.
• Communicate technical direction, risks, and solution options to senior leadership in a clear, consultative manner.

• Develop and mature the operational support model for Workday integrations, security, Extend, tenants, and releases, defining tiers, escalation paths, and on-call expectations.
• Provide oversight for day-to-day technical support across all Workday functional areas, ensuring incidents and service requests are triaged, prioritized, and resolved within agreed service levels.
• Establish clear hand-offs between project/build teams and support teams, ensuring new and changed solutions transition into production with appropriate documentation, runbooks, and knowledge transfer.
• Define and monitor key support metrics — ticket volume, mean time to resolution, backlog health, repeat-incident rate, and customer satisfaction — and use them to drive continuous improvement.
• Partner with the Service Desk, change management, and incident management functions to ensure Workday support is integrated with enterprise ITSM processes.
• Drive root-cause analysis and proactive problem management to reduce recurring issues and improve platform stability.
• Balance support workload with project and enhancement demand, ensuring the team has appropriate capacity, skills coverage, and resilience across all technical areas.

• Build and lead a high-performing Workday technology team, including developers, integration engineers, security analysts, administrators, and support resources.
• Mentor and develop technical professionals, setting clear expectations for quality, responsiveness, and continuous improvement.
• Foster a culture of accountability, collaboration, innovation, and customer service across the Workday support organization.

• Evolve and standardize the Workday technology team’s structure, roles, and responsibilities to align with platform priorities, scale, and the maturity of the function.
• Define and document clear team charters, role definitions, and RACI models so internal team members and business partners understand who owns what.
• Solidify and standardize core processes — including intake, prioritization, integration delivery, security administration, Extend development, tenant management, release management, and incident/defect handling — to drive consistency, transparency, and predictability.
• Establish and communicate operating norms, service…