Strategic Services Lead

2 weeks ago

Hawthorn, South Australia UKG Full time
Job Description

About UKG

UKG is a leading provider of workforce management and human capital management solutions, serving over 80,000 customers across 150 countries. Our comprehensive suite of services includes implementation, consulting, training, and support, designed to help organizations optimize their workforce strategies and achieve operational excellence.

Job Summary

We are seeking a strategic and experienced professional to lead our Services team in Australia, New Zealand, and Southeast Asia. The ideal candidate will have a proven track record of driving revenue and margin targets, managing services in multiple regions, and leading teams through organizational change.

Key Responsibilities

  • Develop and execute service strategies to meet and exceed revenue and contribution targets for Professional Services.
  • Work within a matrix structure, collaborating with regional leadership and the global Customer Experience organization to optimize customer success.
  • Oversee the services pipeline and backlog, ensuring the right mix of services for all product deals in collaboration with Regional GMs.
  • Manage services forecasting in line with the International Operations Calendar and allocate global resources effectively, leveraging partners as needed.
  • Implement risk management processes for projects and milestones, ensuring appropriate measures are in place.
  • Ensure consistent service delivery across international regions by optimizing resources, standardizing operational processes, and sharing best practices.
  • Support our implementation partners, ensuring they have the resources and guidance needed to succeed.
  • Develop and implement a consistent support blueprint for both Direct and Indirect support models across international regions.
  • Execute the defined processes to onboard new services employees and enhance productivity through improved implementation methodologies, tools, and skills development.
  • Work with International Operations and Channels to ensure the right services strategy supports regional sales and Implementation channels.

Requirements

  • Proven ability to impact revenue and margin targets by supporting and collaborating with sales leadership to meet or exceed all revenue targets for Professional Services and Education Services.
  • Demonstrated leadership experience, managing services in multiple regions beyond APAC, with experience leading teams through organizational change.
  • Strong leadership development, with experience maintaining a strong services leadership team and building leadership teams through targeted development activities.
  • Solid understanding and knowledge of HCM and WFM software.
  • Strong interpersonal skills, complemented by effective written and oral communication abilities.
  • Capacity to think strategically while also executing tactical plans as needed.
  • Bachelor's degree or equivalent preferred.
  • 10 years of experience in Services Management within an Enterprise SaaS Software Company.
  • Demonstrated success in consistently exceeding revenue and operational targets.
  • Experienced in global payroll solutions.
  • Experience in a matrix organization.

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