Manager, Technical Support Delivery

Your work days are brighter here.

We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

About the Team

We are a global, highly collaborative team of Support Managers reporting directly to our Support Director. While we are geographically scattered across the world, we operate as a cohesive unit, leveraging our diverse skill sets to learn from one another and solve complex challenges and contribute to important initiatives.

Our core mission is people-first: we ensure our support analysts are empowered with the cutting-edge tools, continuous training, and strategic guidance they need to thrive. By championing our team's success, we ultimately drive maximum value and exceptional experiences for our global customer base.

About the Role

As a Technical Support Delivery Manager, you will lead a high-performing team dedicated to providing world-class technical support for complex products and applications. This is a dynamic leadership role where you will direct your team and partner with product engineering groups to diagnose, troubleshoot, and resolve highly technical software issues.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and foster the growth of technical support analysts and engineers, ensuring high engagement and continuous skill development.
• Incident & Escalation Management: Serve as a point of escalation for critical customer issues, coordinating cross-functional efforts to achieve rapid resolution.
• Cross-Functional Collaboration: Act as the bridge between Support, Product Management, and Engineering to advocate for product defects, design, and smoother customer experiences.
• Operational Excellence: Monitor and drive key performance indicators (KPIs) such as Backlog, Customer Satisfaction (CSAT), and Time to Resolution (TTR).
• Process Improvement: Identify bottlenecks in the support lifecycle and implement data-driven strategies to optimize workflow efficiency.

About You

Basic Qualifications

• 4+ years of experience leading a technical team and/or direct experience managing software engineering teams.
• 6+ years of customer support experience, providing deep technical support for software application and/or environmental issues.
• Enterprise Software Expertise: Hands-on experience supporting teams working on enterprise-grade applications such as SaaS, Oracle, SAP, NetSuite, Zuora, Infor, Taleo, onsite ERP, PeopleSoft, Kronos, and/or Cornerstone.

Preferred Qualifications

• Solid understanding of case handling processes, SLA management, and complex escalation procedures.
• Global Mindset: Proven experience managing or working within culturally diverse, remote, or geographically distributed teams.
• Data-Driven Decision Making: Ability to analyze support metrics and translate data into actionable improvement plans.
• Exceptional Communication: Strong emotional intelligence with the ability to communicate highly complex technical concepts clearly to both technical engineers and non-technical executives.

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email accommodations@workday.com.

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