Senior Director – Delivery Management

🕒 il y a 17 jours

🔔 Pennsylvania – Distant

🔔 Pennsylvania – Remote

⏰ Temps Plein

🟠 Senior

👔 Directeur

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

👻 Score fantôme 10%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Unisys

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10 000+ employés

Fondée en 1980

💼 Conseil

📦 Logistique

🤖 Intelligence artificielle

💰 Post-IPO Debt en 2020-10

Consulting • Logistics • Artificial Intelligence

Unisys est une entreprise mondiale de solutions technologiques spécialisée dans la fourniture de solutions numériques pour les espaces de travail, de services cloud et d'applications, d'informatique d'entreprise, d'optimisation logistique et de conseil. Grâce à l'intelligence artificielle, Unisys accélère la productivité et stimule l'innovation en proposant des solutions de pointe qui améliorent l'efficacité des entreprises et des services publics. L'entreprise collabore avec des organisations de premier plan à travers le monde pour créer des modèles d'IA sur mesure et des expériences numériques qui sécurisent et améliorent les processus métier, réalisant ainsi le plein potentiel de l'IA. Unisys joue également un rôle clé dans l'optimisation logistique en utilisant l'informatique quantique et l'analyse de données pour améliorer l'utilisation de la capacité et la planification des itinéraires. En mettant l'accent sur la cybersécurité et la conformité, Unisys assure un environnement d'affaires sûr pour ses clients.

Description

• Lead large-scale, multi-region Digital Workplace and Service Desk operations • Ensure consistent service quality, SLA attainment, operational excellence, and customer satisfaction • Drive delivery governance, service performance management, and operational discipline across geographically dispersed teams • Establish scalable delivery models supporting business growth, reliability, and efficiency • Serve as senior escalation point for critical operational and customer issues • Build trusted relationships with customer executives and key regional and global stakeholders • Lead executive business reviews, operational governance meetings, and strategic planning discussions • Review service performance, trends, and operational challenges with client stakeholders • Recommend improvements to support delivery and customer experience • Align service strategies with business objectives and operational priorities • Act as executive subject matter expert on restaurant operations in a service delivery environment • Bridge restaurant operations teams and IT support organizations • Drive improvements in front-of-house support, POS support, incident management, service request fulfillment, and operational communications • Lead transformation initiatives involving AI, automation, analytics, standardization, and operational modernization • Optimize call triage, prioritization, escalation management, resolution speed, workforce productivity, and knowledge management • Establish performance frameworks for accountability, customer outcomes, and continuous improvement • Own delivery financial performance, including P&L accountability, margin optimization, cost-to-serve management, and productivity improvement • Ensure contractual commitments, service obligations, and financial targets are achieved • Identify profitability opportunities through automation, process optimization, and operational efficiencies • Support account growth through client relationships and delivery excellence • Lead, mentor, and develop global delivery teams • Foster a collaborative, inclusive, results-driven culture and promote employee engagement and retention • Drive accountability and performance management across the delivery organization

🎯 Exigences

• Bachelor's degree in Business, Information Technology, Engineering, or related discipline • 12+ years of progressive leadership experience in Digital Workplace Services, IT Service Management, Managed Services, Restaurant Technology Operations, or Service Desk Operations • 5+ years of experience leading large-scale global delivery organizations • Strong understanding of restaurant operations, including Point-of-sale (POS) systems, order flow management, front-of-house operations, peak-volume customer environments, and time-sensitive operational support • Demonstrated success managing executive-level client relationships in complex service delivery environments • Proven experience leading operational transformation, service optimization, and continuous improvement initiatives • Strong financial management capabilities, including P&L ownership, margin management, and commercial accountability • Exceptional communication, presentation, and stakeholder management skills • Applicant should be eligible for any required U.S. Government authorizations for access to export-controlled commodities and technology • Preferred: Experience supporting Quick Service Restaurant (QSR), fast casual, or hospitality environments • Preferred: Experience with enterprise-scale global clients and multinational delivery teams • Preferred: Strong 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 initiatives • MBA or advanced business degree preferred

🏖️ Avantages

• Equal opportunity employment commitment • Reasonable accommodation assistance for US job seekers

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