Global Delivery Director, SaaS & Customer Success

UKG; Annapolis (MD); Vor Ort; USD 151.000 - 215.000; Vollzeit

Zusammenfassung

UKG seeks a seasoned Director of Global Delivery Services to lead and elevate our global implementation operations, partnering with executive teams to drive go-live commitments and delivery efficiency. The role focuses on customer success, cross-functional collaboration, and continuous improvement using AI technologies to enhance productivity and satisfaction.

The ideal candidate brings 7+ years of senior SaaS delivery leadership across North America, EMEA, and APAC, with a strong HCM/WFM

Qualifikationen

• 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 with UKG WFM, Ready and Pro is a plus.
• Experience supporting Enterprise, SMB and Mid-Market to scale.
• Demonstrated success building partnerships with global teams and implementation partners.
• Exceptional leadership, communication, and influence skills.
• Deep experience operating in customer-centric delivery models with a focus on service excellence.
• Strong analytical and problem-solving capabilities using data to drive decisions.
• Thrives in fast-paced, growth environments with an entrepreneurial mindset.
• Willingness to travel globally and work across time zones.
• Bachelor’s degree in Computer Science, Information Technology, or related field; Master’s preferred.

Aufgaben

• Define and execute the Implementation strategy aligned with UKG objectives.
• Build trusted relationships with executive leadership to champion a unified delivery vision.
• Lead and scale a high-performing global implementation organization.
• Ensure delivery of world-class implementations meeting KPIs and OSAT targets.
• Establish and evolve customer success programs with key customers.
• Drive continuous improvement and leverage AI in implementations.
• Partner with Product, Engineering, Sales, Enablement, and Support for end-to-end adoption.
• Oversee Professional Services lifecycle from implementation to support.
• Optimize global resource utilization and budgets.
• Ensure governance and regulatory compliance across regions.

Kenntnisse

SaaS delivery leadership

Enterprise services

Customer success

Strategic partnerships

Global team leadership

Ausbildung

Bachelor's in CS/IT/Business

Master’s degree preferred

Jobbeschreibung

UKG seeks a seasoned Director of Global Delivery Services to lead and elevate our global implementation operations, partnering with executive teams to drive go-live commitments and delivery efficiency. The role focuses on customer success, cross-functional collaboration, and continuous improvement using AI technologies to enhance productivity and satisfaction.

The ideal candidate brings 7+ years of senior SaaS delivery leadership across North America, EMEA, and APAC, with a strong HCM/WFM