Senior Director – Delivery Management

Unisys

. Lead large-scale, multi-region Digital Workplace and Service Desk operations .

Posted 10/13/2026full-timeRemote • Pennsylvania • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading large-scale Digital Workplace and Service Desk operations, with a strong focus on service quality, operational excellence, and financial performance management. Proven ability to drive transformation initiatives and optimize service delivery in restaurant technology operations.

Highest-signal resume keywords

Digital Workplace ServicesService Desk OperationsP&L AccountabilityRestaurant OperationsOperational Transformation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Performance ManagementOperational GovernanceIncident ManagementProcess OptimizationAI-Enabled Service DeliveryPoint-Of-Sale (POS) SystemsOrder Flow ManagementContinuous ImprovementFinancial ManagementDelivery Model Establishment

Soft Skills

Exceptional CommunicationStakeholder ManagementMentoringCollaborationResults-Driven Culture Promotion

Tools & Technologies

Automation PlatformsService AnalyticsWorkplace Support ToolsEnd-User Computing Solutions

Certifications & Qualifications

ITIL v4 CertificationMBA or Advanced Business Degree

Industry Keywords

Quick Service Restaurant (QSR)Fast CasualHospitality EnvironmentsManaged ServicesGlobal Delivery Organizations

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Equal opportunity employment commitment
Reasonable accommodation assistance for US job seekers