Mgr. Professional Services Consulting

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 Ensure that operational metrics are achieved or exceeded as the basis for measuring operational excellence Provide monthly forecast and Quarterly input with an emphasis on predictability, demonstrating control of the business Participate with Sales and Service Architects, as requested, to respond to and position service delivery expectations during the pre-sales process Analyze, monitor and respond to feedback received through customer satisfaction surveys, Account Management or direct customer input Serve as the “business owner” of all customers within assigned practice and ensure that customer needs are met Cascade to Practice/Region the business objectives, expectations and measurement criteria for their respective positions Responsible for the performance of the team; sets priorities for and coaches direct reports to meet deadlines and resolve problems Provide ongoing and timely feedback to employees relative to performance Ensure that skill requirements are maintained and enhanced in conjunction with business/product direction Develop and deliver performance appraisals to all employees accompanied by specific development plans for each. With guidance from the Director, demonstrate strategic thinking, foresight, courage to be bold and humble, challenge and support employees, to connect cross-functionally, and to disrupt outdated norms. Set new standards that inspire, engage, and develop employees every day. Cultivate an inspired culture of trust and transparency, and employee empowerment May recommend staffing needs and team processes required to achieve results Demonstrate potential to handle C-level conversations and engagements 5+ years of people management and/or people leadership experience within SAAS operations 3+ years of HCM/WFM industry experience 2+ years of software implementation experience Leadership in managing both customer and internal resources (at all levels) during adverse situations - problem escalations, engagement challenges - effectively balancing customer satisfaction and business objectives throughout. Experience working within the UKG Ready platform Bachelor's degree in a Business or Technology discipline A proven track record in delivering quality, on-time technology solutions to a diverse customer base Excellent communication and negotiation skills Strong business acumen - planning, forecasting, budgeting. Understand financial fundamentals including revenue recognition requirements within the software and service industry Experience in communicating technical and project information in a business context