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OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. OneSource Virtual: let’s make the day more doable. Find your company’s solution at www.onesourcevirtual.com.

Position Summary/Objective

The Director, Service Delivery Management will develop an in-depth understanding of the customer's business, structure, challenges and requirements within the context of the customer's business sector.  This leader facilitates interaction and coordination between OSV and customer resources to optimize results.  The Service Delivery Director will also track and identify service delivery trends across customers and provide feedback to Service Delivery Management to the benefit of all of OSV’s customers.

Essential Functions/Duties/Responsibilities

  • Coordinate the global service delivery model for large, complex customers
  • Develop the integrated service delivery model for global payroll in conjunction with Cloud Pay
  • Inform SDM strategies and foster collaborative relationships with internal operations partners
  • Mentor and guide the Service Delivery Managers, with the oversight from the Director of Service Delivery Management
  • Serve as a customer operations advocate and liaison throughout the OSV organization
  • Form relationships across various internal business groups to foster an understanding of customer requirements and business drivers
  • Ensure quality services are delivered with regard to the agreed SLAs 
  • Take ownership of escalations and manage them to resolution
  • Manage communications with both internal and external stakeholders
  • Prepare recurring operations reports for customers
  • Identify opportunities for process and system enhancements and partner with customer operations leadership to implement
  • Support customer renewal and reference programs


  • Analytical and Problem Solving skills
  • Exhibiting professionalism and diplomacy
  • Strong interpersonal, communication and presentation skills
  • Excellent project management, documentation and communication skills
  • Extensive experience in managing Customer relationships with confidence and presence to deal with customers and executives( both internal and customer facing)
  • Ability to be flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self-sufficiency as necessary, with the ability to work under minimal supervision
  • Ability to research subjects, with a commitment to provide continuous improvement
  • To maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.

Supervisory Responsibility

This position does have direct reports and will provide mentorship and guidance to the Service Delivery Management team.

Qualifications and Experience

  • Bachelor’s Degree or equivelant experience
  • 6+ years of experience managing end to end delivery of professional services and solutions to customers.
  • 4+ years of experience in Maintenance and/or Managed Services as well as customer relationship management role
  • Functional knowledge of human resources, payroll, payroll tax, and call center
  • Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)

Preferred Skills

  • Master’s Degree
  • Workday Experience


You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.