[Hiring] Director of Global Delivery Services @UKG

Role Description

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.

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.

Benefits

• 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 UKG Benefits .

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.