Kainos · 2 hours ago
EDM Support Manager
Indianapolis
Full-time
Onsite
Senior LevelKainos is a company focused on transforming digital services and pushing the boundaries of technology. As an EDM Support Manager, you will oversee the delivery of support for the Kainos EDM product, manage customer interactions, and ensure adherence to service standards while collaborating with various teams to enhance customer satisfaction.
ConsultingFinancial ServicesHealth CareInformation TechnologySoftware
Responsibilities
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
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
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
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
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
Qualification
Required
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
Preferred
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)
Company
Kainos
Kainos provides digital services, software solutions, and IT consulting to help organizations transform operations and customer.
Founded in 1986
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2015-07-10IPO
1986-04-14Series Unknown
Leadership Team
Brendan Mooney
CEO
Richard McCann
Chief Financial Officer/Chief Operating Officer
Recent News
2025-11-20
BusinessCloud
2025-11-14
2025-10-24
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