Project Manager (Workday & PeopleSoft Support Services)

Job Description Project Manager (Workday & PeopleSoft Support Services)

Position Title

Project Manager – Workday & PeopleSoft Support Services

Location

Hyderabad – Work From Office 5 days a week.

Experience

10+ years of IT Services experience with 3-5 years managing large-scale PeopelSoft ERP/ Workday HCM support engagements.

Role Overview

We are seeking an experienced Project Manager to lead a Workday and PeopleSoft Application Support Services engagement. The individual will be accountable for managing the end-to-end lifecycle of the engagement, including transition from incumbent/vendor or client teams, integration and management of rebadged resources, establishment of steady-state operations, service delivery governance, stakeholder management, and driving continuous improvement initiatives.

The Project Manager will serve as the primary point of accountability for operational performance, SLA compliance, customer satisfaction, financial management, resource planning, and transformation opportunities.

Key Responsibilities

Transition Management

• Lead end-to-end transition activities from project initiation through operational handover.
• Develop and execute transition plans, governance structures, risk mitigation plans, and knowledge transfer frameworks.
• Ensure successful knowledge acquisition across Workday and PeopleSoft functional and technical domains.
• Establish support processes, escalation mechanisms, service management procedures, and operational readiness criteria.
• Manage transition milestones, dependencies, risks, and stakeholder communications.
• Drive go-live readiness assessments and transition acceptance sign-offs.

Rebadged Resource Management

• Lead onboarding and integration of rebadged resources into the organization.
• Ensure smooth workforce transition while maintaining service continuity.
• Manage employee engagement, retention, performance management, and career development plans.
• Align rebadged teams with organizational culture, processes, compliance requirements, and delivery standards.
• Build a cohesive delivery organization across client, incumbent, and new team members.

Service Delivery & Steady-State Operations

• Own day-to-day delivery of Workday and PeopleSoft application support services.
• Ensure achievement of SLAs, KPIs, service quality targets, and contractual commitments.
• Manage Incident, Problem, Change, Request Fulfillment, and Release Management processes.
• Conduct regular service reviews with business and IT stakeholders.
• Establish operational dashboards, service reporting, and executive governance reviews.
• Manage production support teams across functional and technical workstreams.

Stakeholder Management

• Act as the primary customer-facing delivery leader.
• Build trusted relationships with client business leaders, HR teams, IT leadership, and vendor partners.
• Facilitate governance meetings, steering committee reviews, and executive presentations.
• Manage escalations and ensure timely resolution of critical production issues.
• Drive customer satisfaction and account growth opportunities.

Financial & Resource Management

• Manage project and operational budgets, forecasts, and financial performance.
• Ensure resource capacity planning aligns with contractual obligations and demand forecasts.
• Monitor utilization, productivity, attrition, and workforce planning metrics.
• Support recruitment, succession planning, and skills development initiatives.
• Identify opportunities for cost optimization and operational efficiencies.

Continuous Improvement & Transformation

• Develop and execute a Continuous Service Improvement (CSI) roadmap.
• Identify automation opportunities using Workday, PeopleSoft, ServiceNow, AI, and workflow tools.
• Drive reduction in ticket volumes, recurring incidents, and manual effort.
• Improve service quality through root cause analysis and proactive problem management.
• Implement industry best practices aligned with ITIL and support maturity frameworks.
• Lead process optimization initiatives and operational excellence programs.

Governance & Compliance

• Ensure adherence to ITIL processes, security policies, audit requirements, and compliance standards.
• Maintain service documentation, SOPs, knowledge repositories, and operational procedures.
• Monitor contractual obligations and manage risks through structured governance.
• Support internal and external audits as required.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field.
• 10 years of experience in IT Services and Application Support.
• 3-5+ years managing enterprise application support engagements.
• Proven experience managing Workday and/or PeopleSoft support services.
• Demonstrated experience leading large-scale transition and transformation programs.
• Experience managing rebadged employees or workforce transition initiatives.
• Strong understanding of AMS (Application Management Services) delivery models.
• Experience managing globally distributed teams.

Preferred Qualifications

• Workday HCM, Finance, Payroll, Recruiting, or Integration exposure.
• PeopleSoft HCM and/or Financials support experience.
• ITIL Foundation/Intermediate certification.
• PMP, PRINCE2, Agile, or Scrum certification.
• Experience with ServiceNow or other ITSM platforms.
• Experience managing multi-million-dollar managed services engagements.

Key Skills

Delivery Leadership

• Application Management Services (AMS)
• Service Operations
• Governance Management
• Customer Relationship Management

Functional Knowledge

• Workday HCM
• Workday Integrations
• Workday Security
• PeopleSoft HCM
• PeopleSoft Financials
• ERP Support Operations

Operational Excellence

• ITIL Processes
• SLA/KPI Management
• Incident & Problem Management
• Continuous Improvement
• Automation & Transformation
• Root Cause Analysis

Leadership

• Team Management
• Rebadged Workforce Integration
• Stakeholder Management
• Executive Communication
• Conflict Resolution
• Change Management

Success Metrics

• Successful transition completion within agreed timeline and budget.
• 100% knowledge transfer and operational readiness sign-off.
• SLA compliance 98–99%.
• Customer Satisfaction (CSAT) targets achieved.
• Reduced ticket backlog and incident recurrence.
• Successful integration and retention of rebadged resources.
• Delivery of measurable automation and continuous improvement benefits.
• Achievement of contractual and financial performance targets.