Skip to content

Manager of Managed Services

General information

Location:

USA - USA - Remote

Function:

Software & Product Development

Ref #:

20210018504

Description & Requirements

Description

The Managed Services Team Manager will lead the Global Managed Services configuration teams. This individual is expected to drive a global managed service offering and providing an exceptional customer and employee experience. The successful candidate has a proven track record of leading and delivering implementation services, product management, supporting sales pursuits and expanding department revenue opportunities. Responsibilities may include but are not limited to the following:

Core Responsibilities
• Lead the resource planning, hiring, development and management of department employees, including developing and tracking goals, providing regular feedback/development/continued learning for direct reports.
• Effectively balance team resources given employee load, expertise, complexity and market.
• Conduct ongoing engagement/project reviews ensuring a detailed understanding of project status, scope, and risks. In addition, the position is expected to effectively manage backlog within the Application Management Services/Managed Services Team.
• Work with Account Management, Sales and Contract Renewal teams in the development, administer and/or review of customer proposals (SOW).
• Serve as the “business owner” of all customers within assigned to Application Management Services/Managed Services Team and ensure that customer needs are met, with emphasis on those accounts not having an assigned Account Manager.
• Develop and monitor the annual AMS team budgets and ensure the financial plans are with the targets of monthly P&L statements.
• Drive the business to continually improve processes and efficiencies. This includes practicing risk taking as well as creating an environment where employees take risks.
• Engage with Sales Executives, Account Managers, Customer Success Managers and Professional Services leadership to proactively identify and qualify new business opportunities in support of Customer business objectives.
• Define and drive Managed Services product direction, customer contracts and prospects.
• Build and maintain strong cross-functional partnerships at multiple levels, including with Global Support, Customer Success, Marketing, Sales, Product Management and Professional Services to support customer engagement/satisfaction and to proactively identify and qualify new business opportunities in support of Customer business objectives.
• Maintain fiscal responsibility within your team.
• Up to 25% travel (may be international).

Qualifications

Required:
• Bachelor’s degree.
• 10+ years of experience including product management experience.
• Demonstrated leadership in managing a team of 15+ employees with substantial experience working with large US or multinational organization.

Preferred:
• Experience working for a SAAS company or having managed a team of customer facing resources.
• Strong analytical skills with the track record of driving change and process improvements.
• HR/Payroll/HCM domain experience strongly preferred.
• Demonstrated ability to adapt to new technologies and changing environments
• Ability to multitask and prioritize projects, time manage, and practice detail oriented organizational skills.
• Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules.
• Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
• Experience with global organization and managing resources remotely.
• Strong working knowledge UKG applications and environments.
• Proactively look to improve and add efficiency to current processes and exercise judgment in the decision-making process to provide consistent customer service
• Following certifications would be an advantage: ITSM, ITIL, PMP, SHRM-CP/SCP, PHR/SPHR/GPHR.

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

Apply