Workday AMS Delivery & Engagement Manager

Workday AMS Delivery & Engagement ManagerMid to Senior LevelRemoteImmediate JoinerRole OverviewThe Workday AMS Delivery & Engagement Manager owns end-to-end delivery, client satisfaction, and commercial outcomes for assigned Workday Managed Services accounts. This role serves as the primary point of accountability for service delivery excellence, SLA attainment, financial performance, and client relationship management across HCM and/or Financials service towers.This is a senior, client-facing leadership role responsible for translating contractual commitments into durable operational execution.Key ResponsibilitiesClient & Engagement Leadership· Serve as the executive point of contact for assigned AMS clients· Own overall client satisfaction, retention, and account health· Lead quarterly service reviews (QBRs), roadmap discussions, and value realization conversations· Act as escalation owner for delivery, staffing, or performance issuesDelivery & Operations Management· Oversee day-to-day Workday AMS delivery across functional and technical teams· Ensure adherence to SLAs, KPIs, governance models, and escalation protocols· Manage intake, prioritization, and execution of enhancements, break/fix, and minor projects· Drive operational rigor across incident, change, release, and backlog managementCommercial & Financial Ownership· Own account P&L performance including margin, utilization, and cost controls· Forecast demand and staffing needs in alignment with contracted entitlements· Identify expansion opportunities including additional modules, service tiers, or transformation initiatives· Partner with Sales and Leadership on renewals, SOWs, and contract extensionsPeople & Capability Leadership· Lead and mentor AMS leads, functional consultants, and shared services resources· Ensure proper onboarding, knowledge transfer, and cross-training· Drive consistency in delivery methodology, documentation, and toolingRequired Qualifications:· 10+ years of enterprise HRIS / ERP delivery experience· 5+ years managing Workday post-production or managed services engagements· Proven experience owning delivery governance, SLAs, and client relationships· Strong financial acumen with experience managing margin and utilization· Excellent executive communication and stakeholder management skillsPreferred Qualifications:· Workday Partner or large-scale enterprise AMS experience· ITIL-aligned managed services delivery background· Experience managing multi-client or multi-tower AMS portfolios

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