Dir. Professional Services Consulting

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

About the Role

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.

Key Responsibilities
• Strategic Leadership: 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.
• Enterprise Partnership: Build trusted relationships across executive leadership to champion a unified delivery vision and accelerate organizational performance.
• Team Leadership & Development: Lead, mentor, and scale a high-performing global implementation organization, cultivating a culture of accountability, continuous improvement, and customer-centricity.
• Delivery Excellence: 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.
• Customer Success & Retention: Establish and evolve customer success programs while building strong executive relationships with key customers to drive satisfaction, retention, and long-term value realization.
• Operational Innovation: Drive continuous improvement across implementation methodologies, processes, tools, and leverage AI technologies to increase efficiency, quality, and the overall customer experience.
• Cross-Functional Collaboration: Partner closely with Product Management, Engineering, Sales, Enablement, and Support to ensure a seamless end-to-end customer journey and successful product adoption.
• Professional Services Oversight: 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.
• Resource & Financial Optimization: Optimize global resource utilization, manage budgets, and ensure scalable operations that balance growth, cost effectiveness, and productivity.
• Governance & Compliance: 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.

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