Dir. Professional Services Consulting

UKG; United States; On-site; USD 145,600 - 209,300; Full time

Job summary

UKG seeks a seasoned Director of Global Delivery Services to lead, scale, and elevate our global implementation operations. This executive will drive go‑live commitments, delivery efficiency, and customer success across North America, EMEA, and APAC while championing AI‑driven modernization and automation.

The role emphasizes strategic leadership, partner collaboration, and governance with a focus on delivering world‑class UKG HCM and WFM SaaS solutions and ensuring customer satisfaction at

Qualifications

• 7+ years of senior leadership experience in SaaS software delivery and enterprise services.
• Strong understanding of HCM and WFM solutions; familiarity with UKG Ready and Pro is 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.

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 KPIs and OSAT targets.
• Establish and evolve customer success programs while building strong executive relationships with key customers to drive satisfaction and retention.
• Drive continuous improvement across implementation methodologies, processes, tools, and leverage AI technologies to increase efficiency and quality.
• Partner with Product Management, Engineering, Sales, Enablement, and Support to ensure a seamless end‑to‑end customer journey.
• Lead the full lifecycle of Professional Services including implementation, enablement, consulting, and transition to support.
• 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.

Skills

Leadership experience in SaaS delivery

HCM/WFM knowledge

Global cross-functional partnerships

Travel flexibility

Customer-centric delivery

Education

Bachelor’s degree in Computer Science, IT, Business Administration, or related field; Master’s preferred

Job description

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.

Who You Are

Basic Qualifications

• 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.

Preferred Qualifications

• 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.

Company Overview

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people‑first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)

UKG participates in E‑Verify. View the E‑Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [e-mail] .

The pay range for this position is $145,600 to $209,300. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance‑based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti‑discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay‑offs, terminations, leave of absence, and training opportunities.