Description

We are seeking a talented individual to join our Workday Digital team at Mercer, a Marsh business. This role can be remote.

Application Management Service (AMS) Director

What can you expect?

• You will make a lasting impact on a fast-growing organization dedicated to excellence
• You'll be joining the top Workday partner in the Medium Enterprise space and will partner with Mercer's team to deliver best in class Workday solutions
• You will have a top-notch team to support you, the best in brightest in the Workday ecosystem reside here at Mercer Digital!

We will count on you to:

• Manage the Workday client relationship along with a team of Customer Success Managers (CSM) and a portfolio of 200+ customers
• Develop protocols and processes to better support our customers in an ever-evolving ecosystem
• Manage the margin and profitability of the business
• Help support and manage the case management system
• Partner with sales to grow AMS portfolio
• Manage escalated situations and ensure a reasonable and appropriate resolution
• Develop and innovate on current offerings to ensure Mercer remains unique and a top tier AMS practice

What you need to have:

• Minimum 5 years of People and Team Management experience
• Understanding of the Workday framework and the relationships between modules
• Ticketing System experience (Zendesk, Jira, Freshdesk, Desk.com, ServiceNow, etc.)
• Contract negotiation skills

What makes you stand out:

• 1-2 years Delivery Leadership experience
• Ability to navigate escalated situations
• Project Management experience

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting reasonableaccommodations@mmc.com.

The applicable base salary range for this role is $133,200 to $266,400.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

Applications will be accepted until: May 20, 2026