Global Delivery Director, SaaS Implementations & AI

UKG

Bismarck (ND)

Remote

USD 151,000 - 215,000

Full time

3 days ago

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Job summary

UKG, the Workforce Operating Platform, seeks a seasoned Director of Global Delivery Services to lead and scale our global implementation operations. You’ll partner with Global Services, Partners, and cross-functional leaders to deliver exceptional customer outcomes and accelerate growth.

This executive role focuses on go-live excellence, delivery efficiency, and innovative automation and AI-driven improvements.

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 with UKG WFM, Ready and Pro is a plus.
Experience supporting 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 KPIs and OSAT targets.
Establish and evolve customer success programs while building strong executive relationships with key customers to drive retention and value realization.
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 for a seamless end-to-end journey and successful product adoption.
Lead the full lifecycle of Professional Services—implementation, enablement, consulting, and transition to support with best practices to improve predictability.
Optimize global resource utilization, manage budgets, and scale operations balancing growth and cost effectiveness.
Ensure governance and compliance with data privacy, labor regulations, and risk controls to protect continuity and data integrity.