Global Delivery Director SaaS & Customer Success

UKG

Frankfort (KY)

On-site

USD 151,000 - 215,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

UKG seeks a seasoned Director of Global Delivery Services to lead, scale, and elevate our global implementation operations. This executive will partner across Global Services, Partners, and cross-functional teams to ensure go-live commitments, delivery efficiency, and customer satisfaction, while driving innovative automation and AI-enabled workflows.

The role requires 7+ years of senior leadership in SaaS delivery, deep HCM/WFM knowledge, and a track record of global collaboration across North

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 WFM, Ready and Pro are a plus.
Experience supporting and transforming Enterprise, SMB and Mid-Market customer segments to scale.
Demonstrated success building and sustaining partnerships with global teams and implementation Partners.
Exceptional leadership, communication, and influence skills, with the ability to inspire teams and align stakeholders.
Deep experience operating in customer-centric delivery models with a strong focus on service excellence.
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.
High level of cultural awareness and effectiveness, with experience leading teams and serving customers across North America, EMEA, and APAC.
Willingness and ability to travel globally and work flexibly across time zones as required.
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 KPIs and customer satisfaction 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.