Senior Director – Delivery Management

🔥 19 hours ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟠 Senior

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Unisys

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1980

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

💰 Post-IPO Debt on 2020-10

Consulting • Logistics • Artificial Intelligence

Unisys is a global technology solutions company that specializes in providing digital workplace solutions, cloud and applications services, enterprise computing, logistics optimization, and consulting. Leveraging artificial intelligence, Unisys accelerates productivity and drives innovation by offering cutting-edge solutions that enhance the efficiency of businesses and public services. The company collaborates with leading organizations worldwide to create tailored AI models and digital experiences that secure and improve business processes, ultimately realizing the full potential of AI. Unisys also plays a key role in logistics optimization using quantum computing and data analytics to enhance capacity utilization and route planning. Emphasizing cybersecurity and compliance, Unisys ensures a secure business environment for its 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

🎯 Requirements

• 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

🏖️ Benefits

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