Global Delivery Director, SaaS Services & Customer Success

UKG; Providence (RI); A distancia; USD 151.000 - 215.000; Jornada completa

Descripción de la vacante

UKG is seeking a seasoned and transformational Director of Global Delivery Services to lead, scale, and elevate our global implementation operations. This executive role partners with Global Services, Partners, and cross-functional leadership to deliver outstanding customer outcomes across SaaS HCM and WFM deployments.

The ideal candidate has a track record of operational excellence, drive for go-live commitments, and a passion for process automation, AI-enabled delivery, and high customer

Formación

• 7+ years of senior leadership experience in SaaS software delivery and enterprise services.
• Strong understanding of HCM and WFM solutions; familiarity with UKG WFM, Ready and Pro is a plus.
• Experience supporting Enterprise, SMB and Mid-Market customers to scale.
• Proven ability to build partnerships with global teams and implementation partners.
• Exceptional leadership, communication, and influence skills to inspire teams.
• Deep experience in customer-centric delivery models focused on service excellence.
• Strong analytical and problem-solving abilities; data-driven decision-making.
• Thrives in a fast-paced, evolving, growth-oriented environment.
• Innovative, entrepreneurial mindset with bias toward action and continuous improvement.
• High cultural awareness with experience leading teams across North America, EMEA, and APAC.
• Willingness to travel globally and work across time zones.
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field; Master’s preferred.

Responsabilidades

• Define and execute the Implementation strategy aligned with UKG goals.
• Build trusted relationships with executive leadership to champion delivery vision.
• Lead and scale a global implementation organization with accountability.
• Ensure world-class implementations of UKG HCM and WFM SaaS solutions.
• Establish and evolve customer success programs to drive satisfaction and retention.
• Drive continuous improvement in methodologies, tools, and AI-enabled processes.
• Collaborate with Product, Engineering, Sales, Enablement, and Support.
• Oversee Professional Services lifecycle from implementation to support transition.
• Optimize global resource utilization and budgets for scalable operations.
• Ensure governance, compliance, and data privacy across regions.

Conocimientos

Senior leadership

SaaS delivery

HCM/WFM knowledge

Global partnerships

Customer success

Strategic leadership

Executive relationships

Data-driven decisions

Travel flexibility

North America/EMEA/APAC experience

Educación

Bachelor’s degree (CS/IT/Bus Admin)

Master’s degree preferred

Descripción del empleo

UKG is seeking a seasoned and transformational Director of Global Delivery Services to lead, scale, and elevate our global implementation operations. This executive role partners with Global Services, Partners, and cross-functional leadership to deliver outstanding customer outcomes across SaaS HCM and WFM deployments.

The ideal candidate has a track record of operational excellence, drive for go-live commitments, and a passion for process automation, AI-enabled delivery, and high customer