Support Manager (Pay Transparency App)

Birmingham, England, United Kingdom

7/19/2025

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At Kainos, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.

We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark? Join us and be part of something bigger.

As Pay Transparency Support Manager, you will be responsible for managing the day-to-day delivery of Product Support Services across Kainos Pay Transparency. This will include managing people, customers, partners and Workday and reporting while ensuring adherence to defined Product SLAs. You will be a focal point of communication and orchestration between Product, Engineering, Service, partners and Workday, and in some cases the end customers. You will balance Workday, partner and customer requests with a keen understanding of the wider product roadmap and Kainos resource constraints. You will lead the strategic design and setup of the support service, including the onboarding and integration of partners and collaboration with Workday. This role initially focuses on shaping scalable support models and governance structures, before transitioning to day-to-day operational support

The Successful Candidate Will Exhibit The Following

Delivery

• Provide strategic leadership in the design and setup of the Pay Transparency support service, ensuring it aligns with product growth, customer needs, and operational scalability.
• Oversee the onboarding and integration of partners and collaboration with Workday to ensure a seamless and scalable support model through partners and Workday to end customers.
• Define and govern support processes, standards, and tooling strategies to enable efficient and high-quality service delivery across all environments.
• Ensure that operational support managers and support teams are empowered and equipped to deliver day-to-day support activities, while maintaining oversight and accountability for service performance.
• Lead the planning and coordination of support releases, ensuring alignment with product roadmaps and customer expectations.
• Drive continuous improvement initiatives across support operations, leveraging automation, AI, and data insights to enhance service delivery and customer satisfaction.
• Act as a senior escalation point and ensure appropriate governance and communication channels are in place to manage complex or high-impact issues.
  
  

Customer Management

• High awareness of client and service dynamics with demonstrable evidence of building strong and long-lasting partner and client relationships.
• Play a key role in the partner satisfaction and retention of clients, minimising churn and maximising Product ARR.
• Support the Customer Value Team by ensuring we meet service level agreements, measure partner and client satisfaction levels and where applicable implementing aspects of Customer Value Plans.
• Understand the contracts and commercial terms applied to our services ensuring Kainos is not compromised by non-compliance.
  
  

Team

• Motivate and empower teams to create a positive and creative culture for our people to perform well, learn and grow.
• Ensure all team members have clear goals, receive regular feedback, and have timely and constructive appraisals.
• Ensure team members have learning and development objectives to acquire and maintain the skills necessary for the relevant service.
• Have responsibility for staffing teams and on-boarding of new team members to the Support team.
  
  

Governance

• Ensure appropriate service governance arrangements and technical quality standards are implemented and followed throughout the support lifecycle.
• Effectively manage service risks and issues, escalating where appropriate.
• Ensure Support team members adhere with all data security and access management policies and ensure the security of information, always.
• Work with quality compliance and external auditors to ensure Kainos meets these standards for accreditation.
  
  

Professional Development and Growth

• Contribute to continuous improvement initiatives within the Product Support and the wider Kainos Product team.
• Encourage innovation in technology and process within and beyond the Product Support team.
• Proactively assist with recruitment activities to enable stable organisational growth.
  
  

Minimum (essential) Requirements

• Minimum 5 years of experience in a relevant role such as Support Manager or Service Delivery Manager within an agile software development environment.
• Demonstrated ability to manage and thrive in challenging situations, maintaining composure and effectiveness even in non-optimal or high-pressure environments.
• Experience in handling difficult scenarios with resilience and a problem-solving mindset, ensuring that they can consistently deliver a professional support service without being easily overwhelmed.
• Experience working in a commercial IT environment, with a thorough understanding of service management.
• Experience of adhering to the disciplines and quality standards of service management, ideally with a good understanding of ISO2000 standard.
• Evidence of developing and managing sound Kainos client relationships.
• Considerable experience in a relevant technical environment.
• Experience of facilitating workshops and discussion.
• Ability to make sensible decisions under pressure taking a balanced view of client demands and Kainos commercials.
  
  

Desirable

• Experience of working within Workday ecosystem including Kainos Workday Products.
• Background in SaaS Product environments.
• Experience of working with key ITSM for example Jira ServiceDesk or ServiceNow.
• Accreditation of ITIL foundation or similar.
  
  

Embracing our differences  

At Kainos, we believe in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to thrive.   We actively seek out talented people from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are.   We also believe every candidate deserves a level playing field.

Our friendly talent acquisition team is here to support you every step of the way, so if you require any accommodations or adjustments, we encourage you to reach out.

We understand that everyone's journey is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs.