Dir. IT Service Operations

Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

About the Role
We are looking for a seasoned leader to head our Business Application & Infra structure Support function. In this role,
• Own the stability and performance of our enterprise applications, including D365 / Oracle, Salesforce (SFDC), integration middleware, and Data Warehousing platforms. You will lead a global team, partner with business leaders, and ensure smooth operations of critical processes such as Order-to-Cash, Financials, Procurement, and Customer Experience.
• Define and drive the infrastructure operations strategy aligned with business goals and product delivery timelines. Balance cost, performance, scalability, and security between Networks, on-premises data centers and cloud (IaaS/PaaS/SaaS). Contribute to technology roadmaps, ensuring infra choices support product scalability, uptime SLAs, and customer experience.
• Partner with Service engineering and business leadership on capacity planning and disaster recovery.

Responsibilities
• Lead global application support for Enterprise Applications (D365, Salesforce, SaaS/Cloud applications and integrated systems.
• Own end-to-end availability, performance, and resilience of IT infrastructure services across Network, Devisces, datacenters, cloud platforms, and hybrid integrations
• Cloud & On premise infrastructure oversight
o On-Premises:
 Manage servers, storage, networking, virtualization, backup, and disaster recovery.
 Oversee data center operations, vendor contracts, and hardware lifecycle management.
o Cloud (AWS, Azure, GCP, SaaS):
 Govern cloud usage, cost optimization, and right-sizing resources.
 Ensure best practices in multi-cloud/hybrid deployment (security, scaling, DR)
 Manage connectivity between on-prem and cloud (VPNs, ExpressRoute, DirectConnect).
o Security & Compliance
 Partner with the CISO/security team to implement infrastructure security policies (firewalls, IAM, patching, zero trust).
 Oversee vulnerability management, audits, and certifications for infrastructure components.
• Oversee 24x7 operations, monitoring, and incident management, ensuring MTTR/MTBF targets are met.
• Define and enforce SLAs and KPIs for infra services, including uptime, latency, storage performance, and cost efficiency
• Partner with business and IT leaders to support critical enterprise processes & infra structure
• Build, Manage and mentor a global team, as well as external vendors.
Qualifications:
• 15+ years of IT applications & Infra experience, with 5+ years in leadership roles.
• Strong background in ERP Systems (Finance, Order-to-Cash, P2P) and Salesforce (Sales, Service, CPQ).
• Familiarity with middleware and Data Warehousing (e.g., Snowflake).
• Expertise in ITIL service management and global support operations.
• Experience in a software/SaaS product company is a plus.
• Excellent communication, stakeholder engagement, and crisis management skills.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]