Sr. Director, Service Desk Leader

• Lead global service desk delivery across a distributed, multilingual, multi-client environment, ensuring consistent SLA, XLA, and contractual performance.
• Drive transformation of the service desk from reactive support to an AI-enabled, omnichannel delivery model leveraging the Unisys Service Experience Accelerator (SEA).
• Own the P&L for the global service desk practice, including cost-to-serve optimization, margin improvement, and revenue contribution.
• Serve as the senior escalation point for major client issues and maintain C-suite relationships across a global portfolio.
• Define capability standards, governance frameworks, and continual improvement programs that industrialize delivery at scale.
• Partner with Sales, Product, and Technology teams to shape service roadmaps, support deal pursuits, and influence proprietary tooling development.
• Build and develop a high-performing, geographically dispersed team across global delivery centers.
• Be the change agent to drive the needed functional and behavioral changes in the team to deliver the next generation of experience to our clients.
• Provide delivery excellence and continued innovation to maintain a top quartile cost competitiveness.
• Continuous improvement of delivery reliability & cost while meeting service level agreements.
• Harness delivery team creativity, ultimately leading to culture change and elevating Unisys offerings as differentiators in the marketplace.
• Drive labor costs as percent of revenue.
• Establish solution and automation direction based on cost and reliability improvement strategy.
• Deliver world class service through innovation.
• Plan, design and build an agile organizational model to meet rapidly changing market demands.
• Continuous improvement of delivery reliability and cost.
• Build and maintain internal and external C-level relationships while operating at all levels and staying connected to the details.

• 12+ years in IT service management or managed services, with 5+ years in senior delivery leadership.
• Proven success running large-scale, global service desk or digital workplace operations in a complex MSP or enterprise environment.
• Direct P&L ownership and financial acumen in a services delivery context.
• Deep ITSM expertise (ITIL v4 required) and hands-on familiarity with platforms such as ServiceNow and AI-driven automation tooling.
• Track record of institutionalizing operating models and governance disciplines that scale beyond individual expertise.
• Executive presence with experience influencing C-suite clients and cross-functional internal stakeholders.
• Bachelor’s degree required; advanced degree (MBA) and ITIL Expert certification preferred.

Unisys is a global technology solutions company recognized as a Gartner Magic Quadrant Leader for Outsourced Digital Workplace Services and ranked #1 in Global Service Desk Support. The Sr. Director, Service Desk Leader owns the global delivery, strategy, and P&L of our Next-Generation Service Desk capability - transforming IT support into an AI-powered, experience-first model that drives measurable outcomes for enterprise clients worldwide.