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Unisys
Unisys
H1B Visa SponsorArtificial IntelligenceConsultingLogistics
Unisys is a global technology and consulting company serving businesses and public-sector organizations through digital workplace solutions, cloud and application services, enterprise computing, and logistics optimization. Its teams apply artificial intelligence, data analytics, and quantum computing to improve operational efficiency, strengthen cybersecurity and compliance, and support better business processes. Unisys also works with organizations to develop tailored AI models and digital experiences, with hiring spanning the technology, consulting, logistics, and AI disciplines.
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Senior Director of Digital Workplace and Service Desk Delivery

Lead global digital workplace and service desk delivery for a restaurant enterprise, advancing operational transformation and customer outcomes. Oversee service quality, financial performance, and AI-enabled support.

USUnited StatesPAPennsylvaniaRemoteFull-timeSeniorEnglish RequiredDirector
ITSM

Description

  • Direct large, multi-region digital workplace and service desk operations.
  • Maintain service quality, SLA performance, operational standards, and customer satisfaction.
  • Set delivery governance and performance practices across distributed teams.
  • Build scalable delivery models that support growth, reliability, and efficiency.
  • Act as the senior escalation contact for critical service and customer issues.
  • Develop trusted partnerships with customer executives and regional and global stakeholders.
  • Run executive reviews, governance meetings, and strategic planning sessions.
  • Discuss service results, trends, and operational issues with client stakeholders.
  • Propose changes that improve service delivery and customer experience.
  • Connect service strategies with business goals and operating priorities.
  • Provide executive expertise in restaurant operations within service delivery.
  • Connect restaurant operations teams with IT support organizations.
  • Improve front-of-house and POS support, incident handling, service requests, and operational communications.
  • Lead transformation through AI, automation, analytics, standardization, and modernization.
  • Improve call triage, prioritization, escalations, resolution times, workforce productivity, and knowledge management.
  • Set performance frameworks that support accountability, customer outcomes, and ongoing improvement.
  • Manage delivery finances, including P&L, margins, cost to serve, and productivity.
  • Meet contractual commitments, service obligations, and financial targets.
  • Find ways to improve profitability through automation, process refinement, and operational efficiency.
  • Contribute to account growth through strong client relationships and delivery.
  • Lead, coach, and develop global delivery teams.
  • Build a collaborative, inclusive, results-focused culture and support employee engagement and retention.
  • Set expectations and manage performance across the delivery organization.

Requirements

  • Bachelor’s degree in business, information technology, engineering, or a related field.
  • At least 12 years of progressive leadership in digital workplace services, IT service management, managed services, restaurant technology operations, or service desk operations.
  • At least 5 years leading large global delivery organizations.
  • Strong knowledge of restaurant operations, including POS systems, order flow, front-of-house work, peak-volume settings, and time-sensitive support.
  • Track record managing executive client relationships in complex service delivery settings.
  • Experience leading operational transformation, service optimization, and continuous improvement.
  • Strong financial management skills, including P&L ownership, margin management, and commercial accountability.
  • Excellent communication, presentation, and stakeholder management skills.
  • Eligibility for any required U.S. government authorizations to access export-controlled goods and technology.
  • Preferred: experience in quick-service restaurants, fast-casual dining, or hospitality.
  • Preferred: experience with large global clients and multinational delivery teams.
  • Preferred: background in digital workplace services, end-user computing, workplace support, or field services.
  • Preferred: knowledge of AI-enabled service delivery, automation platforms, and service analytics.
  • Preferred: ITIL v4 certification or equivalent service management expertise.
  • Preferred: experience leading enterprise service desk transformation and operational modernization.
  • An MBA or other advanced business degree is preferred.

Benefits

  • Equal opportunity employer.
  • Reasonable accommodation assistance for U.S. job seekers.

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