Managing Service Delivery Manager

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Role Summary

The 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 Support
  • Provide 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 Support
  • Provide support across Workday modules, including:
    • Human Capital Management (HCM)
    • Learning
    • Benefits
    • Projects
  • Responsibilities 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 & Compliance
  • Support user security administration and role assignments.
  • Assist with access reviews and audit activities.
  • Ensure compliance with organizational policies and established governance processes.
• Reporting & Analytics
  • Maintain and enhance Workday reports and dashboards.
  • Support reporting requests from business stakeholders.
  • Assist with data validation and reconciliation activities.
• Integrations & Technical Support
  • Monitor 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 Improvement
  • Gather 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 Qualifications

• 6-10+ 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 Qualifications

• Workday 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 Arrangement

• Location - Across Canada, Calgary (preferred)
• Work Arrangement - Hybrid - 3 days onsite (if in Calgary)
• Employment Type: Full-Time / Contract-to-hire

The 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 business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.  We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.