Senior Director - Delivery Management

Unisys; United States; À distance; USD 180 000 - 280 000; Plein temps

Résumé du poste

Unisys seeks a Senior Director, Delivery Management to lead Digital Workplace Solutions delivery for a global restaurant enterprise. You will drive multi-region service delivery, governance, and executive engagement to ensure quality and financial targets.

You will bridge restaurant operations with IT support, champion AI-enabled transformations, optimize processes, and mentor a global delivery team to deliver scalable, high-performance workplace services.

Qualifications

• Bachelor's degree in Business, Information Technology, Engineering, or related discipline.
• 12+ years of progressive leadership experience in one or more of the following: Digital Workplace Services, IT Service Management, Managed Services, Restaurant Technology Operations, Service Desk Operations.
• 5+ years of experience leading large-scale global delivery organizations.
• Strong understanding of restaurant operations, including POS systems, order flow management, and peak-volume environments.
• 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.

Responsabilités

• Lead large-scale, multi-region Digital Workplace and Service Desk operations with a focus on quality, SLA attainment, and customer satisfaction.
• Build trusted relationships with customer executives and regional/global stakeholders; lead business reviews and strategic planning.
• Bridge restaurant operations with IT support to ensure technology aligns with operational requirements.
• Drive transformation initiatives using AI, automation, analytics, and standardization.
• Own delivery financial performance, including P&L, margin management, and productivity improvements.
• Mentor and develop global delivery teams, promoting a collaborative and results-driven culture.

Connaissances

Global delivery leadership

Executive stakeholder management

IT service management

AI and automation

Financial management

Process improvement

Communication skills

Formation

Bachelor's degree in Business or IT

Outils

ITIL v4

AI platforms

ServiceNow

Description du poste

What success looks like in this role: The Senior Director, Delivery Management is a senior leadership role responsible for the strategic direction, operational performance, and commercial success of Digital Workplace Solutions delivery services for a large global restaurant enterprise. This position sits at the intersection of restaurant operations, IT service delivery, and client engagement, requiring a leader who understands how restaurants operate in real time and can translate that knowledge into scalable, high-performing support solutions. The successful candidate will lead global service delivery teams, drive operational transformation, and serve as a trusted advisor to executive stakeholders. This leader will be accountable for service quality, customer experience, financial performance, continuous improvement, and the successful delivery of innovative workplace support services across multiple regions.

Key Responsibilities

• Global Service Delivery Leadership Lead large-scale, multi-region Digital Workplace and Service Desk operations, ensuring consistent service quality, SLA attainment, operational excellence, and customer satisfaction. Drive delivery governance, service performance management, and operational discipline across geographically dispersed teams. Establish and maintain scalable delivery models that support business growth while improving service reliability and efficiency. Serve as the senior escalation point for critical operational and customer issues.
• Client & Executive Stakeholder Management Build trusted relationships with customer executives and key stakeholders at the regional and global levels. Lead executive business reviews, operational governance meetings, and strategic planning discussions. Partner directly with client stakeholders to: Review service performance, trends, and operational challenges. Provide recommendations to improve support delivery and customer experience. Align service strategies with business objectives and operational priorities. Effectively manage escalations and ensure timely resolution of critical business-impacting issues.
• Restaurant Operations & Technology Leadership Act as the executive subject matter expert on restaurant operations within a service delivery environment. Bridge the gap between restaurant operations teams and IT support organizations to ensure technology solutions align with real-world operational requirements. Drive improvements across: Front-of-house support operations Point-of-sale (POS) support Incident management Service request fulfillment Operational communications Ensure support models effectively address peak-volume environments and time-sensitive customer interactions.
• Operational Excellence & Continuous Improvement Lead transformation initiatives focused on AI, automation, analytics, standardization, and operational modernization. Optimize service desk workflows including: Call triage and prioritization Escalation management Resolution speed Workforce productivity Knowledge management Establish metrics and performance frameworks that drive accountability, customer outcomes, and continuous improvement. Champion a culture of innovation, operational excellence, and customer-centricity.
• Financial & Commercial Leadership 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 opportunities to improve profitability through automation, process optimization, and operational efficiencies. Support account growth opportunities through strong client relationships and delivery excellence.
• Team Leadership Lead, mentor, and develop high-performing global delivery teams. Foster a collaborative, inclusive, and results-driven culture. Build leadership capability within the organization while promoting employee engagement and retention. Drive accountability and performance management across all levels of the delivery organization.

Leadership Profile

The successful candidate will be: A strategic leader with strong operational discipline. Comfortable operating in high-volume, fast-paced environments. A trusted advisor capable of influencing senior executives and driving business outcomes. Financially savvy with a focus on profitable growth and delivery excellence. Customer-centric, analytical, and results-oriented. Experienced in transforming services through automation, AI, and continuous improvement. Equally comfortable engaging in boardroom discussions and operational problem-solving.

What Success Looks Like

• Consistently exceeds service level, customer satisfaction, and operational performance targets.
• Improves profitability through productivity, automation, and cost optimization.
• Earns trusted-advisor status with client executives.
• Creates a scalable, globally consistent delivery model.
• Drives measurable improvements in customer experience, employee engagement, and operational efficiency.
• Successfully transforms support operations into a modern, AI-enabled digital workplace service organization.

You will be successful in this role if you have:

• Required Qualifications: Bachelor's degree in Business, Information Technology, Engineering, or related discipline.
• 12+ years of progressive leadership experience in one or more of the following: Digital Workplace Services, IT Service Management, Managed Services, Restaurant Technology Operations, 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; 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.

Preferred Qualifications

• Experience supporting Quick Service Restaurant (QSR), fast casual, or hospitality environments.
• Experience with enterprise-scale global clients and multinational delivery teams.
• Strong background in Digital Workplace Services, End-User Computing, Workplace Support, or Field Services.
• Knowledge of AI-enabled service delivery, automation platforms, and service analytics.
• ITIL v4 certification or equivalent service management expertise.
• Experience leading enterprise service desk transformation and operational modernization initiatives.
• MBA or advanced business degree preferred.

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn.

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity