Managing Service Delivery Manager

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Role SummaryThe Workday Application Support Lead will support the day-to-day operation, maintenance, and continuous improvement of the Workday platform. Working as part of the Application Management Services (AMS) team, this role will provide functional support across key Workday modules, help resolve incidents and service requests, assist with testing and system updates, and support business users in maximizing the value of the platform.
The consultant will work closely with HR, Learning, Payroll, Benefits, Finance, IT teams, and external vendors to ensure the efficient and reliable operation of Workday.

Key Responsibilities
Application SupportProvide ongoing support for Workday production environments.
Investigate and resolve incidents, service requests, and user issues within defined service levels.
Troubleshoot system errors and escalate complex issues when required.
Monitor integrations, scheduled processes, and data interfaces.
Support Workday releases, testing activities, and system updates.
Work with Workday support and third-party vendors to address technical and functional issues.
Functional SupportProvide support across Workday modules, including:Human Capital Management (HCM)LearningBenefitsProjectsResponsibilities may include:Supporting employee lifecycle transactions such as hires, transfers, and terminations.
Maintaining organizational structures and business processes.
Assisting with benefits administration and payroll-related integrations.
Supporting learning administration, enrollments, and reporting.
Assisting users with project-related transactions and reporting requirements.
Security & ComplianceSupport user security administration and role assignments.
Assist with access reviews and audit activities.
Ensure compliance with organizational policies and established governance processes.
Reporting & AnalyticsMaintain and enhance Workday reports and dashboards.
Support reporting requests from business stakeholders.
Assist with data validation and reconciliation activities.
Integrations & Technical SupportMonitor and support Workday integrations and interfaces.
Assist with troubleshooting integration issues and data discrepancies.
Support testing activities related to Workday releases and system changes.
Assist with data loads and mass data updates when required.
Enhancements & Continuous ImprovementGather and document business requirements.
Support the implementation of approved system enhancements.
Participate in user acceptance testing (UAT).
Maintain support documentation and knowledge articles.
Recommend process improvements and opportunities to optimize Workday functionality.
Required Qualifications6-10+ years of experience supporting Workday applications.
Experience supporting one or more Workday modules, such as HCM, Learning, Benefits, Payroll, or Projects.
Familiarity with Workday reporting, security, and business processes.
Experience managing incidents and service requests in an application support environment.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent communication and stakeholder management skills.
Preferred QualificationsWorkday certification or Workday Pro accreditation in HCM, Learning, Benefits, Reporting, Security, or related areas.
Experience supporting Workday integrations and interface troubleshooting.
Familiarity with ITIL-based support environments.
Experience working with HR, Payroll, Learning, or Benefits business processes.
Exposure to Workday release management, testing, and change management activities.
Work ArrangementLocation
- Across Canada, Calgary (preferred)Work Arrangement
- Hybrid
- 3 days onsite (if in Calgary)Employment Type: Full-Time / Contract-to-hireThe base compensation range for this role in the posted location is: [Recruiter to insert salary range
- US / Recruiter to insert total compensation range – CA]Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and b