Mgr. Professional Services Consulting

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

The Manager, Professional Services Consulting on the UKG Ready team is responsible for providing service delivery leadership. With strategic guidance from the Director, Professional Services, the Manager will oversee a portfolio and manage all active migration engagements in conformance with UKG’s standards, methodology, customer satisfaction, financial performance, and operational excellence. The individual will be responsible for the day-to-day performance and operations of a dedicated team of Project Managers and Solution Consultants providing UKG Ready consulting services for UKG customers.

You will leverage various cross functional teams and partners for support, and resourcing for customer engagements. This role may also perform a set of individual contributor duties in complex situations as needed. You will engage, support, and collaborate with stakeholders within the Sales, Presales and Service Architect organizations and serve as a sponsor to support deal closure.

Service Delivery

• Ensure that the team is fully versed in executing engagements in compliance with UKGs defined methodology, policies and procedures

• Ensure that all engagements are planned, activities recorded, and managed within PS billing system, consistent with defined “best practices”

• Effectively balance team resources given employee load, expertise, complexity, as necessary

• Continually monitor all engagements to ensure milestone achievement and the execution of supporting financial transactions (Invoices, credit/re-bill activity, expense recording and invoicing, etc.)

• Serve as a first point of contact for team engagement and customer escalations

• Monitor team performance in conjunction with service delivery metrics established for the organization – utilization, customer satisfaction, reference ability, as examples

• Works with Director to set priorities for the team based on business demand and ensures goal achievement

• Drives and supports the team’s ability to meet quality, volume, and timeliness of expected output by managing daily activities. May recommend improvements to team

procedures

• Acts as trusted advisor for internal and external stakeholders

Teamwork

• Participate in account reviews with sales and pre-sales within Practice/Region

• Provide direct support to Project Managers by participating in customer sessions as required by engagement needs

• Works with Director to effectively leverage cross-functional resources as necessary to ensure region success

• Ensure that all resources possess the training, tools and support necessary to achieve business objectives

• Work with Global Support to resolve customer issues related to the implementation on a timely basis

Business Performance

• Conduct ongoing engagement/project reviews ensuring a detailed understanding of project status, scope, and risks. In partnership with the Director, effectively manage backlog within the region/practice

• In collaboration with the Director, ensure that financial plans (revenue and profitability goals) are met or exceeded for assigned the practice

• Ensure that operational metrics are achieved or exceeded as…