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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

This Service Delivery Support Manager is responsible for leading OSV’s dedicated Workday Configuration (BpaaS) Team. The position will oversee a team of Workday Certified subject-matter experts across several functional areas and will partner with cross-functional teams to support our customers.

Essential Functions/Duties/Responsibilities

· Direct and enhance the delivery of Workday Support Services across our BPaaS offerings.

· Guide a team of experts in areas such as program management, benefits, payroll, HCM, and


· Build and sustain strong working relationships, working closely with the Service Delivery

leadership to manage project plans and effectively support Workday configurations.

· Analyze business requirements, offer solutions, and guide best practices based on technical


· Oversee project planning, configuration, testing, and the launch of new or improved services and


· Demonstrate knowledge of OSV products/services and Workday expertise to support customers

and deliver on projects, Workday support, and configuration requests.

· Stay abreast of Workday system releases & enhancements. Anticipate needs across businesses to

influence decisions and recommend process improvements.

· Drive continuous improvement and utilize forecasting tools to ensure optimal service delivery.

· Develop and mentor the Service Delivery Support Team, overseeing performance metrics and

ensuring high customer satisfaction.

· Address and resolve issues, including escalation management, conducting root cause analysis, and implementing corrective measures. · Manage third-party vendors and contractors to support service delivery.


· Exceptional communication and leadership.

· Strong facilitation, critical thinking, and process management.

· Must be able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.

· Problem-solving – must be able to identify and resolve problems in a timely manner; appropriately gather and analyze information and apply creative talents to problem-solving.

· Research – the ability to quickly and accurately research issues and propose solutions or courses of action.

· Confidentiality – the ability to maintain the confidentiality of sensitive Company and personal information.

· Strategic thinker with a strong focus on customer/client relations.

Supervisory Responsibility

This role has supervisory responsibilities.

Qualifications and Experience

· Bachelor’s degree or equivalent experience.

· At least 5 years of experience with Workday across various functional domains.

· A minimum of 2 years in leadership roles, managing customer-oriented and/or technical teams.

· Proven experience with supporting businesses through change and enabling process improvement.

Preferred Skills

· Workday Certification(s)


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.