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Join Kainos and Shape the Future

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.**

**Main Purpose of the Role & Responsibilities in the Business**

As an **EDM Support Manager**, you will oversee the day-to-day delivery of support for the Kainos EDM product. This includes managing people, customer interactions, support processes, releases, and reporting, all while ensuring adherence to defined SLAs and maintaining a high standard of service.

You will balance new and existing customer needs with awareness of the product roadmap and internal capacity. You'll act as a key contact to ensure client issues are addressed effectively and that our processes and quality standards are consistently applied.

You’ll also support senior management in account growth, post-deployment success, and the transition from onboarding to business-as-usual support. The role involves collaboration with Product, Engineering, and Sales teams to ensure customer satisfaction and drive continual service improvement.

**Responsibilities**

**Delivery**
- 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.

**Business Development & Account Support**
- 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.

**Team Leadership**
- 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.

**Governance & Quality**
- 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.

**Continuous Improvement & Growth**
- 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.

**Minimum (Essential) Requirements**
- 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

Postúlate en Kit Empleo: kitempleo.com.ar/empleo/q1qt3

📌 Edm Support Manager (Buenos Aires)
🏢 Kainos
📍 Buenos Aires