Dir. Professional Services Consulting

UKG • ,

5d • $145,600 - $209,300 • Hybrid

About The Position

We are seeking a seasoned and transformational Director of Global Delivery Services to lead, scale, and continuously elevate our global implementation operations. This role is critical to delivering exceptional outcomes for our customers and serves as a key partner to Global Services, Partner, and cross-functional leadership teams. This executive leader will bring a strong track record of driving operational excellence and customer success in a SaaS delivery environment. The ideal candidate is results-oriented, laser-focused on achieving go-live commitments, improving delivery efficiency, and fostering strong, collaborative partnerships that enable UKG’s continued growth and customer satisfaction. This leader will identify innovative ways of working, and implementation automation, AI technologies and processes to make work more productive while delighting our customers.

Requirements

• 7+ years of senior leadership experience in SaaS software delivery and enterprise services.
• Strong understanding of Human Capital Management (HCM) and Workforce Management (WFM) solutions; familiarity/experience with UKG Ready and Pro are a plus.
• Experience supporting and transforming customer segments across SMB, Mid-Market, and Enterprise to drive scale.
• Demonstrated success building and sustaining partnerships with global teams and implementation Partners.
• High level of cultural awareness and effectiveness, with experience leading teams and serving customers across North America, EMEA, and APAC.
• Deep experience operating in customer-centric delivery models with a strong focus on service excellence.
• Willingness and ability to travel globally and work flexibly across time zones as required.

Nice To Haves

• Strong analytical and problem-solving capabilities, using data to drive insight and solution based decision-making.
• Proven ability to thrive in a fast-paced, evolving, and growth-oriented environment.
• Innovative, entrepreneurial mindset with a bias toward action and continuous improvement.
• Exceptional leadership, communication, and influence skills, with the ability to inspire teams and align stakeholders.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field; Master’s degree preferred.

Responsibilities

• Define and execute the Implementation strategy in alignment with UKG’s broader business objectives, ensuring consistent, high-quality customer outcomes and strong customer satisfaction scores.
• Build trusted relationships across executive leadership to champion a unified delivery vision and accelerate organizational performance.
• Lead, mentor, and scale a high-performing global implementation organization, cultivating a culture of accountability, continuous improvement, and customer-centricity.
• Ensure the consistent delivery of world-class implementations for UKG HCM and WFM SaaS solutions, meeting or exceeding key performance indicators (KPIs) and customer satisfaction (OSAT) targets.
• Establish and evolve customer success programs while building strong executive relationships with key customers to drive satisfaction, retention, and long-term value realization.
• Drive continuous improvement across implementation methodologies, processes, tools, and leverage AI technologies to increase efficiency, quality, and the overall customer experience.
• Partner closely with Product Management, Engineering, Sales, Enablement, and Support to ensure a seamless end-to-end customer journey and successful product adoption.
• Lead the full lifecycle of Professional Services including implementation, enablement, consulting, and transition to support while applying industry best practices to streamline delivery and improve predictability.
• Optimize global resource utilization, manage budgets, and ensure scalable operations that balance growth, cost effectiveness, and productivity.
• Ensure adherence to corporate standards and regional compliance requirements, including data privacy and security, labor regulations, and risk mitigation controls to protect operational continuity and data integrity.

Benefits

• flexibility that’s real
• benefits you can count on
• team that succeeds together
• performance-based bonus plan
• restricted stock unit awards
• Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Executive