Description

The Manager, Professional Services is responsible for service delivery leadership within an assigned geography/vertical. With strategic guidance from the Director, Professional Services, the Manager will oversee the regional portfolio and manage all active 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 implementation & consulting services for UKG customers.

The Manager 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.

The Manager will engage, support, and collaborate with stakeholders within the Sales, Presales and Service Architect organizations and serve as a sponsor to support deal closure.

Principal Responsibilities:
Service Delivery
• Ensure that the team is fully versed in executing engagements in compliance with UKG's 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 the assigned financial plans (revenue and profitability goals) are met by the practice
• 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
• Proactively identify and qualify new business opportunities in support of Customer business objectives.

Customer Related Activity
• 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.

Leadership
• 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

Flexibility/adaptability
• Effectively deals with ambiguity and can exercise good judgment in acting when all the necessary facts may not be known. Adjusts to change and recognizes the benefits. Can easily shift gears with unplanned events, pressures, and job demands.

Qualifications

• Minimum of 5+ years leading a Professional Service operation and/or Managerial experience in software technology
• Bachelor's degree in a Business or Technology discipline preferred
• A proven track record in delivering quality, on-time technology solutions to a diverse customer base
• 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.
• 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.
• Strong people management skills
• Working knowledge of Workforce Management applications from a usage and a competitive perspective
• Flexibility and willingness to travel

Company Overview

EEO Statement

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.