Main Purpose of the Role & Responsibilities in the BusinessAs an
EDM Support Manager, you will oversee the day-to-day delivery of support for the Kainos EDM product. This includes managing people, customer interactions, support processes, releases, and reporting, all while ensuring adherence to defined SLAs and maintaining a high standard of service.
You will balance new and existing customer needs with awareness of the product roadmap and internal capacity. You'll act as a key contact to ensure client issues are addressed effectively and that our processes and quality standards are consistently applied.
You'll also support senior management in account growth, post-deployment success, and the transition from onboarding to business-as-usual support. The role involves collaboration with Product, Engineering, and Sales teams to ensure customer satisfaction and drive continual service improvement.
Responsibilities Delivery - Manage the seamless transition of customers from the Onboarding Team to Support, including effective handover of configuration knowledge and documentation.
- Oversee ticket triage and incident management, ensuring issues are handled within SLA and coordinated across Product and Engineering teams.
- Maintain and evolve support standards, processes, and documentation in line with ITIL best practices.
- Support the Senior EDM Support Manager in all aspects of service delivery, including SLA performance, team capacity planning, financial tracking, and customer satisfaction.
- Coordinate blended support teams across multiple geographies and stakeholders to ensure knowledge sharing and responsive service.
- Lead on client reporting and regular service reviews with both customers and internal stakeholders.
- Manage support escalations, raising visibility with Kainos senior management when appropriate.
- Support requirements gathering and prioritisation for post-go-live changes or deployment phases.
- Own client expectations around ticket lifecycles, ensuring transparency from triage through to resolution.
- Build and maintain effective, collaborative relationships with clients, partners, and third-party stakeholders.
Business Development & Account Support - Demonstrate commercial awareness of support and client dynamics, identifying opportunities to enhance customer value and satisfaction.
- Work closely with the Customer Value Team to support value plans and continuous improvement initiatives.
- Contribute to the Product roadmap by sharing insights gained through support activity and client feedback.
- Understand contractual and commercial terms relevant to support, ensuring delivery is compliant and aligned to agreed scope.
Team Leadership - Motivate and empower team members to foster a positive, high-performing support culture.
- Set clear objectives for team members, conduct regular 1:1s, and support professional development through structured feedback and appraisals.
- Ensure new hires are onboarded smoothly and equipped to contribute effectively.
- Facilitate team stand-ups, retrospectives, and other key meetings to drive alignment and collaboration.
Governance & Quality - Ensure support governance and quality standards are followed throughout the support lifecycle.
- Proactively manage risks and issues, escalating where needed and contributing to mitigation strategies.
- Promote compliance with confidentiality, data security, and ISO standards (ISO 20000, 27001, and 9001) where applicable.
- Work with compliance and audit teams to ensure readiness for internal or external audits where applicable.
Continuous Improvement & Growth - Contribute to continuous improvement efforts within the EDM support function and wider product team.
- Champion innovation in support delivery, tooling, automation, and service quality.
- Support recruitment activities to attract and retain high-calibre support talent.
Minimum (Essential) Requirements - Strong experience in a commercial IT environment, with proven support management or team lead responsibilities.
- Ability to remain calm and effective under pressure, including in high-priority or escalated scenarios.
- Understanding of ITIL principles and experience managing incidents, problems, and changes.
- Proven experience managing client relationships and delivering against support SLAs.
- Experience working in a technical product environment.
- Confident facilitating meetings, workshops, and support reviews.
- Able to make pragmatic decisions balancing client needs, product direction, and commercial considerations.
Desirable - Experience working in the Workday ecosystem, particularly with Kainos Workday Products.
- Familiarity with service management tools such as JIRA Service Desk, ServiceNow, or equivalent.
- Exposure to ISO-compliant environments (ISO 20000, 27001, 9001).
