Technical Support Delivery Manager

Job Description

Manager, Technical Support Delivery | Workday

The Tone:
This is a full-time role at Workday, located in Poland with a hybrid work model. Workday is a Fortune 500 company and a leading AI platform for managing people, money, and agents, shaping the future of work. This role is crucial for ensuring that customers receive world-class technical support, contributing directly to their success and satisfaction with Workday’s complex products. The company values integrity, empathy, and a collaborative spirit, aiming to inspire a brighter workday for everyone.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Poland
• Pay: zł196,500 PLN – zł294,700 PLN yearly
• Team: Global, highly collaborative team of Support Managers reporting directly to a Support Director.
• Mission: Lead a high-performing team to provide world-class technical support for complex products and applications, driving maximum value and exceptional experiences for global customers.
• Tech Stack: SaaS, Oracle, SAP, Comarch, Asseco, Savangard, Madkom, Piwik

What You’ll Actually Do
• 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.

The Must-Haves
• Background: Manager level, with a focus on leading technical teams and/or direct experience managing software engineering teams.
• Experience: 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.
• Skills: Hands-on experience supporting teams working on enterprise-grade applications (SaaS, Oracle, SAP, Comarch, Asseco, Savangard, Madkom, Piwik), solid understanding of case handling processes, SLA management, and complex escalation procedures, ability to analyze support metrics and translate data into actionable improvement plans.
• Bonus: Proven experience managing or working within culturally diverse, remote, or geographically distributed teams.