Dir. Cloud Operations

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewer's are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. 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.

Director Cloud Operations

The ideal candidate will provide strategic leadership and technical expertise in managing our cloud infrastructure, ensuring high availability, scalability, and security of our SaaS platform.

Cloud Operations Leadership -

Develop and execute the cloud operations strategy aligned with business goals, ensuring operational efficiency and scalability.

Oversee the design, implementation, and management of cloud-based infrastructure, focusing on reliability, performance, and cost optimization.

Work within the organization to manage effective 24 X 7 global Cloud Operations center. Anticipate and proactively design for future growth, while tracking performance and ensuring stability to meet service level agreements.

Ensure key SLA targets for support responsiveness, cloud availability, time to mitigate are met.

Collaborate with cross-functional teams to identify and resolve issues related to cloud infrastructure and services.

Establish crisis management function that mitigate for service outages and incidents through timely alert and request response, acknowledgement, triage and escalation processes.

Develop, monitor and manage the cloud operations budget effectively, optimizing resource allocation while maintaining service quality and performance.

Implement monitoring tools and processes to ensure proactive management of the cloud environment, optimizing performance and availability.

Drive continuous improvement initiatives to streamline processes, automate routine tasks, and enhance operational efficiency.

Customer Relationship Management -

Leverage your skills such as active listening, problem solving, and being transparent to address difficult customer situations requiring you to set and manage customer expectations while maintaining a trusted customer.

Acts as a voice of the customer and leverage the customer's feedback to provide input to our product team.

Lead a customer obsessed delivery team -

Enable a customer obsessed environment where team members can advocate for customer in representing their issues to engineering teams

Build a team culture where team members go above and beyond their immediate issue at hand to delight the customer and can predict and resolve the next issue before the customer reports it.

Work collaboratively with wider UKG colleagues to ensure your customer is delighted with their cloud experience.

People Leadership -

Lead and mentor a team of cloud operations engineers, providing guidance on technical issues, project management, and career development.

Attract and build a diverse, high-performing team with capabilities needed to achieve current and future business objectives.

Leverage resources to help employees develop skills and support their career interests.

Remove barriers to agility to enable the team to shift priorities quickly without losing productivity.

Developing the appropriate organizational structure, resource plans and culture to support the business objectives and customer deliverables.

Technical Oriented -

Stay updated with the latest trends and developments in cloud computing, and AI, and lead your team to drive innovation for the customer.

Qualifications

Bachelor's Degree AND 15+ years' experience in IT in areas including service management, site reliability engineering, IT support, product/technical program management, or product development.

8+ years of people management experience.

6+ years' experience managing cross-functional and/or cross-team projects.

Preferred Qualifications

Excellent Communication: Able to explain highly technical issues to varied audiences. Able to prioritize and advocate customer's needs to the proper channels. Take ownership and work towards a resolution.

Customer Obsession: Passion for customers and focus on delivering the right customer experience.

Growth Mindset: Openness and ability to learn new skills and technologies in a fast-paced environment.

IT/Software Technical Support: Experience in a leadership role in technical support for mission critical solutions

Incident Management Experience: Experience in leading incident and crisis management for large mission critical IT Solutions

Cloud Experience: Experience running HPC and Cloud operations with a focus on workflows and schedulers.

Operational Excellence: Experience of driving Operational Excellence in operating large complex solutions. Significant experience in delivering large scale operational services in a complex-change environment, organizational redesign, and quality improvement programs.

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.