EDM Support Manager

As 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).