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Director, Professional Services Automation


Lowell - Massachusetts - USA


Information Technology

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As part of the IT organization, you will lead a team dedicated to implementing, enhancing and supporting the technology needs of the Global Delivery organization . In this newly defined role, you will partner with the Global Delivery organization to identify and implement a Professional Services Automation tool capable of supporting the size and scale of UKG. Under your direct leadership, the team will be responsible for understanding and documenting comprehensive requirements from an end to end functional stakeholder group, then overseeing the solution implementation, with responsibility over internal and external resources. In addition, the team will support the existing technology footprint, delivering solutions according to predefined solution standards and IT policies. Working in conjunction with other IT Service Team and Functional Managers you will be accountable for ensuring technical and process integration with other projects as well as the existing system landscape.

Responsibilities include:
1 – Stakeholder Management
• Own and manage stakeholder relationships and communications across Global Delivery, including up and down stream dependencies (Sales, Finance, etc.), ensuring customer satisfaction .
• Maintain solution roadmaps based upon business strategy and prioritization.
• Maintain strong understanding of Global Delivery processes
• Manage a consistent demand/intake process to ensure IT capacity alignment with priorities

2 – Solution Management
• Manage the Professional Services Automation solution, along with any add-ons, related integrations, managed packages, etc.
• Ensure end-to-end solution coherence, including touchpoints/integrations with solutions owned by other service areas.
• Support business process analysis and strategic planning to solve business challenges and support optimization.
• Contribute to data structures, management and governance that can support advanced reporting required by the Global Delivery organization

3 – Delivery Management
• Partner with matrixed IT delivery organizations (e.g., Salesforce, ERP, PMO, Shared Services, EDW) to deliver against project, sub-project and production support activities.

4 – HR / Operational Management
• Charter the newly formed team.
• Recommend a staffing model required for implementation and on-going solution enhancements and maintenance.
• Manage a hard-line and a matrixed global team of resources across IT to deliver against these priorities.

5 – IT Strategy Alignment
• Understand GDS strategy and goals and help formulate recommendations which contribute to the overall Business Applications and IT solution roadmaps.
• Ensure alignment with IT processes and standards
• Recommend and drive improvements to said processes and standards


• Hands on implementation experience with a best in breed PSA solution (FinancialForce, Mavenlink, Clarizen, OpenAir, etc.), preferably in a global environment
• Experience managing a global team in a matrixed environment
• Experience managing system implementations, production support, enhancement and project related activities concurrently
• Thorough understanding of end to end Professional Services processes including project delivery, time tracking, resource planning, invoicing, revenue recognition and required business intelligence
• Thorough understanding of required integration points with CRM, billing, ERP, Rev Rec, EDW, etc.
• Experience with is a plus
• Extensive leadership and communication skills (verbal and written)
• Ability to build collaborative relationships among many diverse groups, working in various time zones, who are pursuing disparate goals – including UKG upper management
• High degree of professional confidence and credibility with the presence and communication skills to represent IT-related concepts effectively with executive-level management.
• Thorough understanding of one or more of the following IT methodologies:
o Waterfall
o Agile
o Dev Ops

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

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos 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 or please call 1 (978) 250 9800.