Engagement Manager - AMS (Application Managed Services)

The Workday Engagement Manager - AMS (Application Managed Services) is responsible for the successful delivery and governance of Workday AMS engagements across a portfolio of clients. Acting as the primary client-facing delivery lead, the Engagement Manager ensures services are delivered in line with contractual commitments, service levels, customer expectations, and business objectives. Working closely with Service Delivery Managers, AMS Consultants, Practice Leadership, and Client Partners, this individual drives customer success, operational excellence, financial performance, and continuous improvement across managed services engagements. The Engagement Manager also plays a key role in identifying growth opportunities and helping clients maximise the value of their Workday investment.

Client & Delivery Management Act as the primary point of contact for assigned AMS customers. Build and maintain strong relationships with client stakeholders, including senior leadership. Lead governance meetings, service reviews, and strategic planning sessions. Ensure services are delivered in accordance with agreed SLAs, KPIs, and contractual commitments. Manage customer escalations, risks, issues, and service concerns through to resolution. Drive high levels of customer satisfaction and support referenceable client outcomes. Partner with Service Delivery Managers and AMS teams to ensure effective delivery of support, enhancements, and optimisation initiatives. Support transitions from implementation projects into ongoing AMS support. Service & Operational Oversight Ensure AMS engagements are appropriately planned, forecasted, and resourced. Monitor engagement health, service performance, utilisation, and financial metrics. Oversee delivery processes and ensure adherence to established methodologies and best practices. Identify risks and develop mitigation plans to minimise impact on customers and delivery teams. Promote continuous improvement through process optimisation, automation, and service enhancements. Ensure accurate reporting of delivery status, financial performance, risks, and customer metrics. Commercial Management Manage engagement financials, including revenue, forecasting, profitability, and invoicing support. Review and approve enhancement requests, change orders, and Statements of Work (SOWs). Support account growth by identifying opportunities for additional AMS, project, and advisory services. Partner with Sales, Client Partners, and Practice Leaders on proposals, estimations, and solution discussions. Ensure services are delivered within agreed commercial parameters.

Leadership Provide leadership, coaching, and mentoring to AMS consultants and delivery teams. Foster a culture of accountability, collaboration, and customer-centric delivery. Support workforce planning, staffing decisions, and resource allocation activities. Promote knowledge sharing, professional development, and continuous learning across the team. Work with people managers to support performance management and career development initiatives. Skills & Requirements: Bachelor's degree or equivalent professional experience. 5+ years of project, programme, engagement, or service delivery management experience. Experience delivering ERP, HCM, Finance, Payroll, or SaaS solutions within a consulting or managed services environment. Workday experience is essential Strong understanding of AMS delivery models, service management, governance, and customer success principles. Experience managing budgets, forecasting, commercial performance, and client relationships. Proven ability to manage multiple customers, priorities, and delivery teams simultaneously. Strong stakeholder management, facilitation, presentation, and communication skills. Experience identifying and mitigating delivery, operational, and commercial risks. Knowledge of ITIL or service management frameworks is advantageous. Occasional travel may be required based on customer